Case Study

Travel Conglomerate Used Analytics to Improve Self-Service, Reducing Customer Contact Volume by 30%

1 month ago

Successful operators in the travel industry rely on providing great customer experiences to attract customers and grow market share. Analyzing and adjusting how systems work together and understanding customer support challenges is important to reducing the burden on employees and keeping customers happier.

The Challenge

Omnichannel support for an online and retail U.K.-based travel conglomerate client faced multi-pronged challenges:

• High volumes of avoidable B2B contacts

• Channel overload

• Reduced CSAT levels

• Poor CX online and in stores

The Solution

Our account team conducted a deep dive into support processes and reengineered them to drive better outcomes:

• Conducted root cause analysis of self-service problems

• Identified contact drivers and significant pain points for customers and store agents

• Developed and deployed education campaigns about using self-service for internal and external end-users

• Collected actionable improvement data for internal tech teams

The Results

Our holistic approach to tackling the challenges improved customer experience and support effectiveness markedly:

• 20% reduction in B2B contact volume

• 30% reduction in customer contact volume

• More contacts shifted to highly efficient self-service channel

• £150K monthly savings in support costs achieved for client