How Eurostar Improved Support Efficiency without Increasing Personnel Costs

European travel giant resolved the shortage of French- and Dutch-speaking agents and improved wait times for customers.

Eurostar offers the largest international high-speed network in Western Europe, serving 28 destinations in Germany, Belgium, France, the Netherlands and the United Kingdom. 
In 2022, Eurostar carried 14.8 million passengers.

Challenge

A shortage of language speakers to support contacts in French and Dutch 
resulted in longer wait times for customers, added pressure on staff, and task allocation challenges. Eurostar resolved a limited number of queries with the several templates at their disposal. They needed additional support. Eurostar’s key objective was to address customer queries in a timely manner 
while maintaining clarity, reflecting the multicultural identity and level of service the brand embodies.

Solution

The opportunity to pilot as well as seamless integration with Salesforce initially 
drew Eurostar to Language I/O. 

Eurostar used Language I/O during a three-month pilot on email contacts and Live Chat. After the pilot, Language I/O was fully implemented, with a focus on email. Translations were reviewed by trained language speakers the first couple of months, resulting in necessary refinement. Eurostar is currently trialing the Chrome extension within some of their social 
media channels.

Outcomes

Decreased incoming calls

Fine-tuned glossary

Improved response time for French and Dutch email cases

Achieved a level of service that reflects the brand 

Refined training documents as well as tips for end-users