26%
decrease in inbound phone traffic
80%
satisfaction rate
5
branded videos from 1 template

About Vliegtickets

Since 2005, Vliegtickets has grown to be one of the top names in online flight tickets in the Netherlands and are a subsidiary of Otravo BV, a leading European online travel organization.

Industry Travel
Company size 150+ employees
Headquarters The Netherlands

Objectives

Increase customer satisfaction
Produce adaptable videos to apply to multiple corporate identities
Expand online customer service tools for diferent brands

Products

Why Vliegtickets chose to work with us

After the first meeting with Blue Billywig about the possibilities of interactive video, I had numerous ideas of how to implement these videos in order to reduce our workload. With the three videos that we created together with Blue Billywig in the last year, we really succeeded in achieving this! We notice a decrease in the amount of questions via phone and e-mail, and customers are very positive about the videos.

Maxime Bloemberg, Contact Manager at Otravo

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See Vliegtickets' video in action

This video is in Dutch. It’s a compilation of the three videos for Vliegtickets.

How Vliegtickets uses our Online Video Platform

The travel industry is booming, and as one of the top online ticket retailers in the Netherlands, Vliegtickets gets a lot of questions from customers. To make it easier for customers to get 24/7 help and to optimize their customer service, Vliegtickets created interactive videos to address their most frequently asked questions.

Interactive studio

Each interactive video was created using a flowchart that focused on asking the viewer questions to narrow down to the best information to display. Customers who asked when they should arrive at the airport for their flight were first asked if they were flying continental or intercontinental, for example. To close the feedback loop, viewers were asked to share their thoughts on whether or not the video helped them answer their questions. ”

KPIs & Analytics

Using our flow analysis, Vliegtickets learned more about viewers and their choices for each step of the video. This data was used to optimize the video further and led to an overall increase in view percentage and doubled feedback responses.
Custom KPIs were set to measure feedback and results.

What Vliegtickets has achieved

At least 80% of viewers found the videos to be helpful. The use of interactive FAQ videos also led to a significant decrease in the volume of inbound calls and emails. Since a template was used, more topics can be added in the future, making this project scalable and cost-effective.