Travel & Hospitality Case Study 2
-
Background
A European budget airline was facing a surge in customer inquiries related to flight bookings, cancellations, and travel restrictions due to the pandemic. The airline’s internal customer service team was overwhelmed, leading to long wait times, dissatisfied customers, and missed opportunities to cross-sell additional services like seat upgrades and travel insurance.
-
Objective
To reduce customer wait times, improve the efficiency of support services, and increase cross-selling opportunities for additional airline services such as seat upgrades and insurance.
-
Solution
Corpshore Solutions deployed a dedicated customer support team to manage the airline’s inbound calls, live chats, and emails. The team was trained to handle all aspects of flight bookings, cancellations, and travel inquiries, as well as proactively offering upgrades and insurance options during interactions. Real-time data analytics helped optimize agent performance and ensure that each customer received timely and relevant service.