Back-office

Hospitality

Leisure Travel Agency

Our client is a leading leisure travel agency that provides clients with curated vacation packages, last-minute getaways, and personalized travel planning services.

5 min

FRT

82%

CSAT

6K

requests

Type of client

Travel agency

EverHelp client

1 year

Location

Company headcount

50-100

Challenges

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.

Solution

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.

Results

82%

Customer satisfaction

5 min

First response time

Team members

Monthly requests

Challenges

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