Story
Zendesk
LATAM AirlinesLATAM Airlines Uses Zendesk QA for Contact Center Routing
LATAM Airlines, an industrials organization in Chile, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Zendesk QA is the governed place contact center teams use for omnichannel service |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Inside LATAM Airlines, omnichannel service used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of Chile. Contact center teams needed a system that would still make sense after the original project team moved on.
LATAM Airlines uses Zendesk QA from Zendesk as the working layer for contact center routing. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What LATAM Airlines gets from Zendesk is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
