Customer Relations Services

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.