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Case Study

Eurostar Reduces Call Center Inquiries While Improving Online User Experience

“The first question you ask should always be aimed at the customer…the improvement we make is only as good as the feedback we have.” – Joe Turner, Digital Optimization Manager, Eurostar

Eurostar is the only high speed rail service between the UK and mainland Europe. The company take thousands of people a day to Paris, Brussels, Lille, Lyon, and Marseille – since the start of services in 1994, the company has carried over 150 million passengers. Eurostar is constantly trying to stay connected with their customers and believe that the customer is the key driver behind their digital strategy. The company utilized Medallia Digital to gain relevant, effective feedback that allowed them to increase online conversions and make a significant reduction in customer service calls.