support

customer care services

Yapsody has an outstanding track-record of providing highly reliable & trustworthy customer relations services equipped with a talented team following global practices. We’ve put customer care at the forefront of your hospitality business to help you acquire, engage, and retain your loyal patrons.

Our experience in the hospitality and entertainment industries is complemented by a host of services such as White Labelled Customer Care, Customer Retention Programs, Inbound & Outbound Multi-Channel Support, and many more.

Feel free to reach out with any questions you may have.

Customer Relation Services For Hospitality Enterprises

WHITE LABELED SERVICES

Immediate Onboarding & IVR Setup

Inbound & Outbound Multi-Channel Support

Client Effectiveness Reports

Knowledgebase Development

Issue Tracking & Escalation

Yapsody’s customer care services are offered under your enterprise’s brand, not ours.
We operate as an extension of your business and offer top-of-the-line customer care services, therefore leading customers to gain the utmost confidence in your brand.

WHITE LABELED SERVICES

Our dedicated Account Manager will interact with you to understand your support requirements and accordingly plan out a quick onboarding Model in which we train our Support Team within 2 – 3 weeks for immediate onboarding.

Immediate Onboarding & IVR Setup

Our customer care experts keep lines of communication going to maintain customer loyalty and retention. Additionally, we provide customer outreach services through the phone to assist customers or notify them about important announcements/updates.

Multi-Channel Support

How do our clients know that Yapsody customer services are highly reliable and trustworthy? We provide regular data and analysis through Production Reports, Service Level Reports, and VOC Reports.

Client Effectiveness Reports

Our specialized Knowledge Manager will understand your business operations by monitoring regular cases to create knowledgebase articles with accurate information on an ongoing basis.

This helps your customers in finding solutions proactively by visiting your website with the knowledge articles which saves time and improves customer experience.

Knowledgebase Development

Whether it’s a Hotel Booking, Accommodation, Payment, Refund, or Tech related issue, our dedicated team of customer care will track your issue, troubleshoot it, and if required escalate it to the concerned authority.

Issue Tracking & Escalation

For Esteemed Patrons Of Hospitality Enterprises

Customer Outreach & Retention Programs

Live Chat, Email, & Chat Support

Technical Support

Trigger Setup Sales

Webinar Phone Support

Feedbacks & Surveys

Customer Outreach & Retention Programs

Our suite of services has been smartly designed to acquire, engage, and retain your customers. With our customer outreach & retention programs, you can create a continuous cycle of personal engagement with your esteemed customers.

Live Chat, Email, & Chat Support

Our experience in the hospitality and entertainment industries gives us an edge for efficiently handling large volumes of customer queries through 24/7 live chat, email, and chat support.

Technical Support

Not everyone can be tech-savvy while booking tickets or using your app for better facilities, which is why our tech support helps your customers with every sort of tech-related troubleshooting.

Trigger Setup Sales

With a Zendesk Chat Trigger on your checkout or booking page, a proactive chat trigger can alert our specialized Sales Agent to convert your visitors into the leads and boost your revenue.

Webinar Phone Support

Our Support Team is replete with specialized Subject Matter Experts who conduct regular Webinars on a Weekly and On-demand basis to demonstrate your product/app usage.  We deep dive into your hospitality products to conduct demos to your customers.

Feedbacks & Surveys

Our Feedback Mechanism Process is where all your Customers Feedback is categorized and documented in a centralized database and every month we send you the VOC report.

types of queries handled by Yapsody customer relations

General

  • Transactional Queries
  • Pricing & Discount Queries
  • Hotel Reservation Queries

Webinar

  • Product Demonstrations
  • On-Demand Webinars
  • Subject Matter Expertise

Technical

  • On-Call Software Setup
  • Bug Escalation Process
  • Issue Troubleshooting & Resolution

Notify Presenter Policy (NPP)

  • Immediate Call-Back Support
  • Immediate Issue Escalation To Brand

 

frequently asked questions

We use Zendesk which is one of the leading Customer Support Softwares. We create a multi-brand functionality for your business by hosting separate subdomains for 24/7 Chat, Email, Phone & Knowledge Base.

  • Our dedicated Account Manager will first understand your Customer Support Relations requirement and plan out a quick onboarding model.
  • On average, it takes around 24 – 72 hours to set up the Support Workflow after our Account Manager connects with you, however, depending on your requirements the onboarding duration can be tailored.
  • Through the onboarding model,  we train our Support Employees to understand your business needs and operational needs.
  • For setting up your Tech Support, it takes us 2 – 3 weeks to onboard a dedicated Tech Support Agent within 72 hours for answering your technical queries.
  • We first get in touch with your business team to understand the requirements and proceed with the necessary documentation.
  • Our dedicated Support Delivery Leader then sets up an Internal guide for the Support Agents using Zendesk Guide, where all your business operations are documented with a flow chart.
  • Our  Internal Guides is used to train the new Support Agents faster and is updated on an ongoing basis so that it is up to date 24 x 7.
  • Our specialized Knowledge Manager will understand your business operations by monitoring the regular cases and will write detailed FAQ & knowledgebase articles with accurate information on an ongoing basis.
  • This helps your customers in finding solutions proactively by visiting your website with the knowledge articles which saves time and improves customer experience.
  • You can expect monthly Client Effectiveness Reports related to your hotel rooms, accommodation, pricing feedback, or any general feedback.
  • We also have a Feedback Mechanism Process where all your customer’s feedback is categorized and documented in a centralized database.
  • We send you the VOC report, Production Report, and Service Level Report which are highly requested by all our clients.

We send you a Monthly SLA Report which contains details about the Overall Customer Satisfaction score achieved for each month and we’ve also been maintaining a consistent record of  90 – 95% Customer Satisfaction scores for hospitality & entertainment enterprises worldwide.

  • We send you a Monthly SLA Report for each channel which covers monthly Service Level numbers like Chat SLA, Email SLA & Phone SLA.
  • To operate this efficiently we have set up an ITIL Service Desk Framework to follow the Bug Escalation process as per the Business priority.
  • Techsupport: On Chat, Email & Call addressing all your Customers Tech Support questions which they come across while booking the tickets or Hotel accommodation like Transaction error, Abandoned transaction, receipt not received, etc.
  • Customer Service Questions: On Chat, Email & Call addressing all the Hospitality Questions related to Hotel Booking, Accommodation, Payment, Refund, etc.
  • Guest Engagement Relations:  Personalized Outbound calls in managing the guest relationship of your VIP’s about their membership details, new offers, etc.

We set up a Zendesk Chat Trigger on your checkout page or on your booking page so that a proactive chat trigger can alert them to Chat with our specialized Sales Agent who will convert them into the lead and it will boost your revenue.

  • Internal Quality Auditing: We have an inhouse Quality Assurance Team and they audit all the Customer Interaction keeping the Customer Critical, Business Critical & Compliance Critical Accuracy, and identify areas of improvement. These improvement feedbacks are shared with the Customer Relations Agents so that they can improve and perform at an exceptional level.
  • Reliable Customer Relations Team: We hire the best people from the support industry who are having experience working with international brands across the Globe. They are regularly trained on good practices so that they can deliver exceptional services.
  • HDI & ITIL framework: Our Support Team is operating under the good practices of the HDI & ITIL framework which is industry-recognized. They are regularly cross-trained so that they can remain the best.

client testimonial

Lionel was a pleasure to deal with, very polite and professional. Very easy to work with. Thank you very much.

Walt

Had the good fortune of getting placed with the same chat rep. twice. Fast, precise, polite. Highly Recommend.

Brad

Usher was very helpful during our chat, He listened to me during a difficult time and appreciate his time.

James

Absolutely amazing - Austin was soo kind and helpful. Thank you for such a pleasing Chat Support experience :-)

David

Our Suite Of Services

Being an industry partner to some of the best in the hospitality space, we’ve been offering a tailor-made suite of services comprising of Entertainment, Marketing, Customer Relations, Technology Development for every entity looking to surpass challenges. Yapsody is a dedicated partner-for-success for your strategic vision.