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One of Europe's biggest experience
provider backed by Airbnb
Due to it s rapidly expanding customer base, there was an unusual escalation in the iratequeries. So, in January 2017, we got the opportunity to handle their customer serviceoperations.
After a thorough and comprehensive review of the case, we prepared the team of agents with all-inclusive training.
Approach
- A plan was laid out to understand their business model and industry in accordance to which the agents were given customised and aggressive training to identify their areas of expertisewhich in turn helped to increase their efficiency. Also, detailed training manuals were prepared for future references.
- We prioritise on the service quality, customer experience and innovation along with increasing the number of cases handled each.
- We have a dedicated team of business analytics experts focusing on tracking customer trends, agent performance by sharing their performance report on a weekly basis and team compliance.
- We started providing real-time incident reports to all the stakeholders to solve urgent issues on a priority basis to prevent large numbers of queries.
Outcome
- Responsive customer engagement strategies enabled our client to adjust operation levels quickly and seize growing market opportunities successfully.
- The company has a high Trustpilot rating 4.6/5 and an efficient review management system inplace.
- We successfully managed to convert many pre-sales queries into orders. We cannot disclosethe percentage due to non-disclosure norms.
