Customer Support Team for Travel & Logistics Industry
Client Profile
- INDUSTRY: Travel arrangements from customers worldwide
- HQ: Montreal, Quebec – Canada
- SIZE: 51 – 200 Employees + 80 Associates
Overview
Learn how Pexly transformed bus and train bookings, implementing a streamlined support system via Zendesk CRM. Our South America-based team efficiently addressed challenges, introduced key improvements, and achieved a 98.9% QA score while managing over 35,000 tickets.
Company Bio
Our client specializes in bus and train bookings, providing users the convenience to search, compare, and book tickets across 80 countries. With a vast network, they offer services from over 3,900 companies, connecting 21,000+ cities through 2,300,000+ bus routes.
Challenge
Customers worldwide who use the platform require extra support when purchasing tickets or finding better routes to get to their destinations. We have innovated and created a multi-channel support using Zendesk as CRM, to provide support to our customers who contact us via chat, email, and social media.
Solution
Our customer support team is based in South America. These agents are in charge of providing accurate solutions to multiple challenges about reimbursements, ticket cancellations, and more.
We support a wide variety of question types; however, the most relevant are:
- Boarding (Requirements, Visa, Pets, and Pricing)
- Tickets (Modifications, Change Passengers, Luggage, and General Questions)
- Routes
Our main support languages are English, Spanish, Portuguese, and French.
We recently added a new QA – Data Entry position that works directly with the client to perform quality audit checks and performance improvement processes.
Results:
- Set up a team of 7 dedicated agents actively working on the project.
- Successfully processed and managed more than 35000 tickets and customer support calls.
- Maintaining an impressive average QA score of 98.9% over the last 10 months
