TravelBird provides its customers with a selection of travel experiences, both for short breaks and international getaways. They present a personalized selection of offers, with an aim to help travelers discover something new, with a range of choices that help travelers immerse themselves in new cultures.
After seven years in the market, TravelBird had been experiencing constant growth, which translated into an increasing number of travelers reaching out to customer service. Customers also began using different service channels such as email, social and SMS, and TravelBird had a strong need to ensure they were where their customers were.
TravelBird receives over 900,000 incoming traveler questions per year, answered in 11 countries by email, phone, social media and SMS. To manage the increasing volume of queries, while increasing customer satisfaction, TravelBird looked to new technologies to take charge of repetitive tasks such as tagging and answer suggestion, and wanted them based on historical data & continuous AI learning. They chose DigitalGenius as their AI platform for customer service.
By adding DigitalGenius to their Zendesk agent interface, TravelBird was instantly able to better manage incoming customer enquiries. After only 3 months, DigitalGenius’ AI platform was able to cover more than 65% of the incoming queries. Pre-filling accuracy by the AI reached 95% and agent macro usage therefore increased by 200%.
Nine months after the implementation, the CSAT (Customer Satisfaction Score) soared to 90%, customer agent retention increased from 8 to 12 months, and AHT (Average Handling Time) dropped by 30%.
Thanks to DigitalGenius, agents have unlocked time for valuable activities such as up-selling travel experiences, and have helped increased sales by 230%, turning their contact center operation profitable in a year.