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.
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.
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20 sec
FRT
92%
CSAT
Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
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