Revolutionizing Customer Service in the Tourism Sector: A Case Study with a European Leader in Online Travel
In the fast-paced tourism industry, superior customer service, sales, and after-sales support can significantly enhance a company's competitive advantage. In this article, we share a case study of our collaboration with a European leader in online travel and leisure, showcasing how Atento transformed their customer service from our platform in Tangier.
The Client
Our client is a European leader in the online travel and leisure industry, leveraging technology to simplify the lives of travelers. Despite their impressive operations, they were looking for ways to manage their customer service and associated back office more efficiently.
Challenges and Objectives
The primary challenge was to manage the sale of airline tickets, hotel bookings, consultations of purchases already made by phone or through the web, as well as the after-sales management of purchases made, including ticket modifications to include special services or cancellations at the customer's request. The objective was to provide a 360-degree service with a strong commercial and customer orientation.
The Atento Solution
Atento provided a comprehensive solution from our platform in Tangier. A dedicated team managed the client's customer service and associated back office. We also managed the company's email and social media channels, which provided value and a complete knowledge of the customer's journey.
Results
Atento's strategic support led to significant results. We managed over 255k calls and carried out over 350k procedures. We resolved over 45k emails and had over 9.5k conversations through social media.
Conclusion
Atento's commitment to revolutionizing customer service in the tourism sector is evident in our collaboration with the client. By providing comprehensive services, including phone management, email management, social media, and associated back office tasks, we were able to enhance the client's customer service.
If you're facing similar challenges in your business and want to learn how Atento can help you revolutionize your customer service, schedule a free call with us. We're here to help you navigate the complexities of the tourism sector while ensuring exceptional customer experiences.
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