630 K

Twitter Followers

778 K

Facebook Likes

78 K

Instagram Followers

In order to “do social care right” , WestJet sought out a solution that was built to handle influxes in volume, make it easy for agents to work together, and provide guests with fast and accurate responses. After comparing many solutions, WestJet selected Sparkcentral, the customer engagement platform they determined was best suited for their current and future needs.

Technology and social media play integral parts in how we support our guests. They’re no longer expecting a reply from a brand in 6 to 8 weeks, they expect a response within two or three minutes. Using Sparkcentral is huge in terms of accomplishing our objectives of reaching guests and meeting these expectations.

– Mike Byrom, WestJet

Download this case study and see how WestJet:

  • Used Sparkcentral to collect and analyze social care performance metrics that aligned with their contact center metrics
  • Tripled the number of service requests that each agent was able to handle
  • Reduced response times from hours to minutes using the Sparkcentral platform
  • Enabled agents to resolve customer issues without having to deflect customers to different channels

westjet case study

Overview

WestJet’s growth in social customer care has paralleled their growth as an airline. They started small and in 2013 WestJet realized that they needed to scale their customer support by creating a dedicated team to serve guests that preferred to interact over social channels. In order to “do social care right” , WestJet sought out a solution that was built to handle influxes in volume, make it easy for agents to work together, and provide guests with fast and accurate responses. After comparing many solutions, WestJet selected Sparkcentral, the customer engagement platform they determined was best suited for their current and future needs.