Sponsored Content | Brand Spotlight PartnerWhat's This?
How This Travel Brand Provides Personalized Customer Experience in the Wake of Industry UpheavalWhen it comes to travel disruption, Travix has seen it all. Thanks to help from Freshworks, the company still delivers exceptional customer service.
The travel industry has been on a proverbial roller coaster ride
No one knows these hardships
"During the initial months of the COVID-19 outbreak, international travel dropped by about 75
Under normal circumstances, Travix's customer service team might have as many as 1,000 refund requests in its backlog. Within months during COVID, that backlog grew unmanageably large to over 500,000 requests, seemingly overnight. With its call center volumes breaking record numbers, the Travix team desperately wondered how it was going to make it through.
And with travel blackouts persisting even today, one might
Travix turned its attention to the scalable benefits of automation.
The first step was for the Travix engineering team to develop solutions that help automate cancellations and booking changes—two tasks that otherwise had been done manually and were repetitive and time consuming.
From there, Travix leaned on an existing partner to get the ongoing help it need
"We've taken a giant turn in our customer service strategy as a result of the success of working with Freshworks," Strickland says. "Our chatbot
Between the newly automated processes and use of Freshchat, Strickland says Travix's customer service agents handle approximately
A more
scalable
future.
今天,Travix积压的退款请求,一旦topped 500,000 stands at zero. It fills up, of course, but the Travix team has the right tools and systems in place now to handle it.
"I don't think anyone believes that great service was attainable in the travel industry during
As the company continues to scale, Strickland says Travix will embrace more personalized products and services to orchestrate to a smooth customer experience for all their valued travelers. "This is at the heart of our business and a driving force for each of our employees," she says. "And our experience with Freshworks has taught us that they are committed to providing companies like Travix—big and small alike—with the tools needed to make it a reality."
Click hereto learn more about how Freshworks can help take your customer service operation to the next level.