Case Study

Sky-high CSAT, in half the time

Expedia’s User Happiness segment consists of a tight-knit team of specialized support advocates. With Unbabel, they were able to slash reply times while maintaining extremely high levels of customer satisfaction.

Making [users] wait because they spoke a non-English language was unacceptable. With Unbabel, not only is the user happier, but the advocates are happier.

Kristina Mercier
,
Senior Manager of User Happiness — Expedia

Expedia Group brands provide the only global full-service online travel agency in 70+ countries offering flights, hotels, rental cars, cruises activities, attractions, and full vacation packages. Their online services attract over 750M monthly visits and more than 2M active corporate travelers. With Expedia Group, travelers have access to over 25,000 destinations with over 550+ affiliated airlines and over 1M+ properties.

  • > 750 million monthly visits
  • Users in > 70 countries
  • > 25,000 destinations
  • 93% CSAT overall average

Delivering authentic multilingual support at scale

Travelers have a lot at stake. A quick, empathetic customer experience in their native language can help smooth things over — even in the trickiest situations. By giving companies a streamlined way to translate customer interactions, Unbabel has made delivering customer excellence simpler and more efficient than ever.

The Unbabel effect
50% decrease in first time reply From 24 hours to 12 hours
45% decrease in full resolution time From 40 hours to 22 hours
Higher CSAT in foreign languages, from 92.4 to 94.7 in six months

Challenge balancing speed and empathy

You can think of Expedia’s User Happiness Team as an elite task force. Trained to deliver highly personal support, Expedia user advocates were racking up incredible CSAT scores. But the logistical complexities of translating customer conversations kept response times high while dragging down operational efficiency. To solve these problems, the team would need a solution that combines the speed of machine translation with the authenticity of a native speaker.

Digital support translation, analogue feel

With Unbabel’s AI-powered, human-refined translation solution, the Expedia User Happiness team was able to boost CSAT scores even higher, to 94.7% in foreign languages, while slashing first reply and full resolution time by 50% and 45%, respectively.

What’s inside

  • An overview of challenges facing the travel industry
  • Insights into different approaches to multilingual CX
  • Expedia’s dramatic before and after story with Unbabel

In short, everything you need to know to scale your customer support operations without sacrificing quality.

Expedia Group brands provide the only global full-service online travel agency in 70+ countries offering flights, hotels, rental cars, cruises activities, attractions, and full vacation packages. Their online services attract over 750M monthly visits and more than 2M active corporate travelers. With Expedia Group, travelers have access to over 25,000 destinations with over 550+ affiliated airlines and over 1M+ properties.

  • > 750 million monthly visits
  • Users in > 70 countries
  • > 25,000 destinations
  • 93% CSAT overall average

Highlights

The Unbabel effect
50% decrease in first time reply From 24 hours to 12 hours
45% decrease in full resolution time From 40 hours to 22 hours
Higher CSAT in foreign languages, from 92.4 to 94.7 in six months

Challenge

Solution

Results

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