Online Call from Mobile App

Customers of S7 Airlines can call its contact center directly from the company’s website or from mobile apps. Customers can get required information and assistance from anywhere in the world and they do not need to leave the app or install additional software to make a call. The click-to-call feature has been in use since 2011.

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About company

S7 Airlines is one of the largest airlines in Russia, operating both domestic and international passenger flights. S7 Airlines is a member of the oneworld® global aviation alliance, the world’s leader in providing quality services to passengers. oneworld member airlines are located on all continents and operate flights to 150 countries around the globe.

Egor Bayandin

DD for technological development, S7 Airlines

The click-to-call feature is not only convenient for users but also for developers with a very straightforward API. Our colleagues from Voximplant are open to feedback so a problem never remains unsolved. Above all, within the five-year history of our collaboration, I cannot recall any major technical problem.

Alexandra Gribkova

Customer Support Manager, S7 Airlines

In 2011, we were among the first airlines to introduce the click-to-call feature, and found it extremely useful. Later, we added the online call feature to our mobile app to make support even more accessible for customers. Today, online calls amount to 5% of all voice calls to our contact center.

13M+PASSENGERSserviced annually
146DESTINATIONSall over the world
3KEMPLOYEESin 2017

To make a call from a web browser or from the S7 Airlines app, customers use ready-made Voximplant components, such as online call buttons. All calls are then sent to the IVR system. Once the request topic is determined, the call is redirected to an operator of the appropriate skill group. S7 Priority members calling from the app or from the website are able to use a dedicated line that bypasses the IVR system. Incoming calls can be recorded on request.

Online Call from Mobile App

How it Works

Results

Analytics
Dynamic service with advanced analytics capabilities
Stability
Stable operation since 2011
Availability
Connections from any city and country
TAILORED SERVICE
Additional communication channel for S7 priority members
Service Reservation
A new level of service

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