Leisure Travel Agency

The client had a limited ability to deliver seamless customer support experiences during peak travel seasons, therefore seeking EverHelp’s assistance:

• The agency struggled with delayed response times for urgent booking inquiries and itinerary changes, leading to customer dissatisfaction.
• Limited in-house support resources were overwhelmed by high queries during holiday seasons and promotional campaigns.
• The lack of a unified customer support system made tracking and resolving clients' issues difficult.
• The client wanted to find a scalable solution for the peak seasons to cover queries coming in through chat and email support channels 24/7.

EverHelp analyzed the client’s ticket volume and implemented a shared team solution to address these challenges and raise the agency's customer service standards:

• First, we connected our client with a team of 4 Customer Support Representatives to work during peak vacation seasons. 
• The agents managed up to 6K customer requests, ensuring timely and effective support through both chat and email.
• This allowed us to reduce first reply times to 5 minutes and full case resolution – to 6 hours.
• During less busy periods, we had 1 agent to monitor and answer customers, who successfully handled around 1.5K queries.
• The timely assistance provided by customer support agents allowed us to raise the client’s customer satisfaction rate to 82%.
• Lastly, we introduced regular quality assurance checks and performance reviews, which provided actionable insights to constantly improve customer support delivery.