Cineworld enhances the moviegoer experience
With Freshdesk automation handling routine inquiries, agents can focus on complex customer needs
A moviegoer's scarf left behind in seat D11. A child's stuffed animal jammed between two seats, forgotten until bedtime. These are the lost items that generate hundreds of customer inquiries each month at Regal Cineworld Group.
Managing more than 600 theaters worldwide, Cineworld found that basic queries like lost items were preventing the team from delivering world-class support on more complex issues.
"We were really struggling with alignment across groups, as well as providing a great experience for customers if they needed to contact us," says Rajab Khalid, director of customer experience, international, at Regal Cineworld Group.
Customers were separated from their belongings longer than necessary. Agents spent time on routine queries instead of issues requiring deeper support.
Freshdesk's automation and AI-powered capabilities transformed the operation. Cineworld now delivers 24-hour assistance without expanding headcount. The results: 60-70% of tickets resolve automatically, and response times improved dramatically.
"Freshdesk is flexible for our needs. It allows us to automate and simplify what we're doing," says Khalid.
The system scales with demand and includes multilingual support—critical for a brand operating across multiple continents.
Read the full case study here.
