How We Made Flibco's Support Faster and Ready to Scale

Challenges

• 

  Round-the-clock coverage

  Passengers needed answers around the clock. Without 24/7 coverage, requests coming in outside business hours would sit unanswered, and every missed message was a traveler left waiting as the customer base grew.

• 

  Irregular request volumes

  Request volume rose and fell with the travel calendar and climbed hardest before the holidays. A fixed team sized for the peak would cost too much in quiet months. One sized for quiet months wouldn't keep up with the rush.

• 

  English and French speakers

  Flibco's customers wrote in English and French. Serving both groups properly meant agents fluent in each language, available at any hour of the day.

Solution

SupportYourApp took a phased approach, starting with a mixed support team and moving to a fully dedicated one as demand grew.

• 

  Mixed dedicated and shared team

  SupportYourApp started Flibco with a mix of dedicated and shared agents. This gave them round-the-clock transportation customer service without inflating costs, and requests got resolved promptly in both peak and off-peak hours.

• 

  Workload analysis

  As Flibco's customer base grew, SupportYourApp analyzed the team's workload. The data showed requests increasing, especially heading into the holiday season, when travel demand was at its highest.

• 

  Two-month move to a dedicated team

  Based on that analysis, SupportYourApp recommended a fully dedicated support team. Both sides worked on the switch together over two months, so the new team was ready before the peak travel season hit.

• 

  Staffing matched to demand

  The flexible team structure let Flibco match support resources to real-time demand. Staffing tracked actual volume, which kept costs in check during quieter periods.