Enhancing Virtual Hospitality: Multilingual 24/7 Customer Support for a Luxury Barcelona-Based Travel Company

Company Bio

The client, a company based in Barcelona, Spain, operates in the luxury hospitality industry. It manages all operations virtually without a physical reception office. Customers can book and check in independently while having access to 24/7 customer service.

Challenge

The client, dedicated to providing exceptional customer service, faced overwhelming phone calls from customers needing assistance with check-in, booking, and locating their hotel. They required agents available 24/7 to handle various customer requests in French, German, Spanish and English, including room service, local activities, and general accommodation queries.

Solution

The support team consisted of four agents, each fluent in a specific language, and one team lead overseeing operations. This structure allowed for efficient management of customer interactions across different time zones and languages. Pexly implemented a comprehensive support system utilizing multiple communication channels and a multilingual approach to address these challenges. We offered

1. Multilingual support: Pexly provided customer support in four languages. This ensured that customers could receive assistance in their preferred language, enhancing their overall experience.

2. Communication channels:

• Phone support: Offering real-time assistance for immediate queries and concerns.
• Social media support: Engaging with customers on various platforms to address questions and provide information.
• Email chat: Providing a written communication option for detailed inquiries and follow-ups.

3. Comprehensive training: Each agent received extensive training on the client’s automated systems and customer service processes. The training included on-the-ground experience to understand the specifics of Spanish hospitality and customer expectations.

4. 24/7 Availability: The support team was structured to offer round-the-clock service, ensuring customer inquiries were promptly addressed, regardless of the time zone.

5. Efficient communication tools: The team used advanced CRM tools to manage and track customer interactions seamlessly. This integration allowed for quick responses and efficient problem resolution.

Results:

• Increased percentage of issue resolution: The number of resolved customer issues increased by 80%, significantly enhancing customer satisfaction.
• Organized structure: A well-organized support structure was established, requiring minimal supervision from the client, thus reducing their operational burden.
• Global reach: The client could more effectively cater to a diverse, international clientele by providing customer support in five languages.

Implementing a multilingual, 24/7 customer support team enabled the Barcelona-based luxury hospitality company to manage its virtual operations efficiently. The strategic use of phone support, social media support, and email chat, combined with a well-structured multilingual team, led to a significant increase in issue resolution and customer satisfaction, setting a robust foundation for future growth and service excellence in the hospitality industry.