“Our experience using Hypedia was amazing. We hired 25 influencers, and received over 50m impressions for our Spring campaign.”
— John Doe, CEO of Airbnb
Products Used
Impressioned Earned
5.4 million Views
45% ROI
$20M EMV
Content Genereated
500 Posts
100 Videos
55 Articles
110 Tik Tok Videos
Influencer Hired
110 Total
10 Youtube
25 TikTok
50 Instagram
33 Facebook
It was by renting out a room in their own San Francisco apartment back in 2008 that Airbnb’s founders, then roommates, first perpetuated this new, bellhop-free ethos of inclusion and hospitality—one that has paid forward in a big way ever since. By 2012, Airbnb was booking three million guests a year, easily surpassing established hotel chains. In 2017, the company is on track to accommodate more than 100 million guests globally and, according to Morgan Stanley Research, 25 percent of leisure travelers are expected to book a stay on Airbnb.
Airbnb’s business model poses an interesting challenge—the thousands of customer service agents, operating out of 20 physical locations around the world, serve both hosts and guests. That Global Customer Experience team aims to ensure a positive customer experience that begins on Airbnb’s platform and extends for the duration of a stay.
To that end, it’s key that the team provides help through a real-time, live channel of support—the phone—but also be available via email, social media, and through emerging SMS and messaging channels. Phone calls account for about 60 percent of Airbnb’s millions of annual tickets, and the vast majority are answered in minutes during peak periods, and often in less than a minute. The remaining 40 percent of these come in via email are typically answered within 24 hours.
