February 4, 2022
Response times to customers reduced by half, better agent performance and real-time translations. These are just some of the values an international travel company is experiencing with SupChat.
In conversation with Team Leader at the travel company, we learn about the positive impacts that SupChat has had in their customer service after its implementation.
Happier customers with less waiting time and multi-language support
Thanks to the statistical tool within SupChat, the team can get in-depth insights into the chat conversations, as well as review other metrics and agents’ performance. Among the results reported, Jorge recounts:
““Upon switching to SupChat, chat durations has decreased but our customer satisfaction has actually increased […] plus the average time in queue is less than half of what it used to be.” ”
The increase in customer satisfaction can be attributed to several factors, but fast response times and improved multilanguage support have heavily contributed.
“The average time in queue for a customer used to be over 2 minutes, while now it's less than 1 mn., an almost instant reply to queries, which customers really appreciate” - Team Leader
In addition, “translations have been a huge improvement compared to the previous tools we used” – he adds. The translations with SupChat are instant, and the quality is better than with common translation tools, allowing for improved communication and fewer misunderstandings with customers. SupChat also includes a feature to provide feedback on translations by both agents and customers, which the support team has also found to be a helpful addition.
Pleased agents with faster and simpler work
The SupChat dashboard
According to the Team Leader, the company “is a result-driven organization”, thus requiring tools that aid their teams in performing tasks efficiently and effectively. According to the Team Leader, his team has embraced SupChat, as it aligns with this goal.
“It’s now much simpler and faster to assign incoming conversations, and to quickly identify the chats that require immediate attention”.
Thanks to SupChat’s dashboard with color-coded chats, and the AI Copilot, which predicts and suggests relevant responses to agents, it’s easier to work faster and more consistently.
About
One of the world's largest travel companies
Helps millions of passengers
Work in 30 nations
Support in 16 languages
The company is one of the world’s largest travel companies. Its goal is to make claiming compensation straightforward for all passengers who are unsure of their rights, lack the time, or lack the expertise to embark on the claims process themselves.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, among others, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz's AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g., Tax Authorities, Hospitals, Governmental units) and private organizations in web hosting, logistics, media, utilities, among others. For example, NNIT, One.com, DSV, TV 2, and many more.