Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Beach Resort
Our client is an all-inclusive resort offering accommodation, dining, and recreational facilities. Located in a scenic coastal destination, the resort caters to travelers seeking relaxation and world-class hospitality.
2 min
FRT
87%
CSAT
4.4
Reviews
Type of client
Full-service lodging facility
EverHelp client
1 year
Location
UK
Company headcount
500
Challenges
Before partnering with EverHelp, the client faced several challenges in managing customer support:
- Their support team struggled with the seasonal surge in customer inquiries.
- Guests experienced significant delays, with first responses taking up to 10 minutes in online chats and over an hour via email.
- The absence of a centralized customer database further slowed down the support team’s efficiency.
- As a result of these delays, the client missed out on booking opportunities, leading to lower occupancy rates averaging around 63%.
- Finally, the client was concerned about a low Net Promoter Score (NPS) and negative reviews, with guests frequently mentioning inconsistent and unreliable support.
Solution
Having analyzed the client’s struggles, EverHelp has crafted a unique strategy focused on attracting more quests and creating a loyal customer base:
- We assembled a shared support team of 6 agents to handle customer inquiries during the peak season.
- To broaden the client’s online presence, we expanded their communication channels to include Instagram and WhatsApp Messenger.
- Our support team operated 24/7, which significantly reduced first response times to just 2 min via on-site chat, phone, and social media, and 10 min for email inquiries.
- We implemented our AI tool Everly to centralize customer data from multiple touchpoints, making it easily accessible to support agents for more helpful responses.
- Everly also allowed us to automate answers to the most frequently asked queries, such as booking availability, pre-arrival information, and post-checkout reminders.
- We also established an automated feedback loop, which helped us improve our service and raise the guest CSAT to 87%.
- These efforts helped the client improve their online reputation, with their review score rising from 3.6 to 4.4 and their Net Promoter Score (NPS) increasing to 55.
Results
6
Support agents
2 min
First response time
87%
Guest satisfaction
75%
Occupancy rate
55
Net promoter score
4.4
Review score
Challenges
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Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
