Walks WOW24-7

Project Description

Service Provided:

Customer support outsourcing,
Operation support outsourcing

Industry: Travel and Hospitality

Team: Dedicated team + 1 Team Lead

L1 & L2 of travel customer support tasks: initial communication, password reset assistance, internal & external feedback, Customer Query Resolution, large group sales management, booking assistance, follow-up interactions, & technical issue escalation.

Operational support tasks: ticket purchases, transportation organization, specific tour inclusion reservations, B2B tasks, vendor communication, anchor products assistance and guide support.

Pre-Outsourcing Challenges

Pandemic Impact

The pandemic greatly impacted Walks' tourism business, urging
the need to retain & attract travelers despite challenges.

Stress, Workload & Hiring Concerns

Despite a skilled in-house team, concerns included an
overwhelming workload, stress, time constraints with no
possibility for vacations, and hiring challenges.

Support Operation Hurdles

Operational challenges, including delays & service
inconsistencies during high-volume & seasonal spikes, impacted
customer relationships.

Demand-Driven Scalability

Walks sought flexibility to scale their support team with
changing demand and needed a solution for rapid adaptability.

Our approach to these challenges?

Delving into the Business Challenge

Our collaboration with Walks began by understanding their unique support challenges & goals through a detailed study, leading to a tailored project roadmap along with a well- defined project scope.

Our Onboarding Manager led the seamless transition, collaborating with key stakeholders to create a tailored onboarding strategy and set the project on the right track.

Team Formation and Training

Together with Walks, we carefully selected expert agents with language proficiency, advanced product knowledge, & keen attention to detail. Through comprehensive training and testing, we sharpened their skills in clear and concise communication.

The training & testing programs emphasized the value of asking strong, to-the-point questions, a skill recognized by the client. This way, agents can efficiently assist customers without wasting their time, aligning perfectly with our client's vision.

Management & Performance Excellence

Regular collaboration with Team Lead ensures effective project management, agent performance tracking (First Response Time, Resolution Time etc.), new agent training, and seamless communication.

We maintain stringent performance oversight against SLA metrics. Quality assurance is maintained by our insurance manager, who provides weekly reports on interactions with the Customer Service Team Lead. This ensures top-tier service.

Customer Success Advancements

Our commitment to excellence thrived on an adaptive approach, responding to Walks' unique insights and needs. The Customer Success Manager maintained consistent communication, addressing progress, troubleshooting, and workflow enhancements.

Our flexibility extended to agile team size adjustments, ensuring seamless support during seasonal shifts while preserving support quality.

Key project results:

Up to 60% Savings & up to 95% CSAT

Strategic initiatives improved operations, reducing outsourcing costs, stabilizing finances, and enabling cost-effective resource optimization for stronger sales responses.

2x burst capacity & 2x seasonal ticket spikes managed

Swift adaptations in hiring, onboarding, and training allowed for a remarkable 2x burst capacity increase.

Operational assistance within 9 travel & booking apps

Going beyond customer support, we offer dedicated operational assistance, expertly managing hospitality industry apps, incl. Anchor, Viator, GetYourGuide, Expedia.

100% Brand Voice match

Enhancing the customer experience reinforced Walks identity and customer connection with a perfect 100% brand voice match.

Evaluating our services with numerical client feedback

Item Points on a 10-point grading scale

Overall satisfaction

9/10

Overall client covering

8/10

Agents' performance, product knowledge,
and process knowledge

8/10

How likely would you recommend us to
friends and colleagues in other companies?

9/10

Value for money for services

10/10

What our client says

Amanda Pennypacker
Head of Guest Experience

I was pleasantly surprised by how seamlessly WOW24-7
helped us navigate the challenges posed by the pandemic.

They not only saved us money but also improved our relationships
with 3rd parties, resulting in a stronger sales response.

The team's enthusiasm, clear communication, and consistent
support bring tremendous value to our company. I have full
confidence in their capabilities, enabling me to step away without
concerns.