Aviation · CX operations
A centralised contact center and organic social presence that helped the domestic airline become a strong competitor in Ghana's domestic aviation space.
The domestic airline, a new entrant in Ghana's domestic aviation market, needed a customer experience operation that could support its launch and growth. The domestic airline set out to:
Establish a centralised call center from scratch.
Allow customers to purchase tickets via the contact center.
Establish contact hours to cater to all flights and customers.
We built and ran a modern contact center for the domestic airline and grew its brand presence organically.
A centralised operation delivering a modern, multi-channel customer experience.
Customer support with extended hours covering all of the domestic airline's flights.
Ticket modifications, corporate and private charters, and parcel services through the contact center.
Grew the domestic airline's social presence organically and verified the brand across all handles.
The Result
1
Centralised contact center
Extended
Flight coverage hours
Multi-channel
Customer support
Verified
Social handles
Organic
Social media growth
Strong
Domestic competitor
