- Travel & Hospitality
Enhancing Customer Service for a Low-Cost Airline
This client required comprehensive customer service and social media support across multiple countries.
Challenge
- Provide customer support throughout the entire travel process.
- Address flight information, support, changes, bookings, general inquiries, and complaints.
Strategy
- Implemented support across phone, IVR, email, chat, and social media channels.
- Offered services in Spanish, English, and Portuguese to cater to a diverse customer base.
Highlights
- Over 110 agents dedicated to the operation.
- Extensive multi-channel and multi-language support.
- Supported various countries including Colombia, Peru, Chile, Argentina, and Brazil.
Results
- Established productivity points to serve twice the number of clients with the same number of agents.
- Standardized processes to maintain high quality and client satisfaction.
- Reduced unnecessary costs and developed new tools for better service processes.
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