First call resolution
ChallengesWith 6 different travel destinations and a strong presence in the UK, Serenity Holidays provides sales and booking assistance as well as customer service to hundreds of customers daily looking to book trips to Gambia, Cape Verde, Goa, Corsica, Sardinia, and Sicily. Serenity Holidays prides themselves on their customer-focused approach and in-depth destination knowledge. Travel advisors even make regular trips to the destinations they offer to ensure that they can provide their customers with genuine advice, recommendations, and guidance. Their goal is to deliver outstanding service at all stages of the travel process, from the initial research phase through the return home.
Using several disconnected systems made it difficult for agents to get a unified view of each customer across all channels. This meant that Serenity Holidays’ sales and customer service teams would be unaware if customers had, for example, communicated with their team via online chat prior to calling.
This did not create an optimal customer experience for their customers and often led to impersonal interactions where customers had to repeat themselves if they used more than one channel to communicate with the company. They hoped to find a solution that provided advisors with a threaded conversation history, so they could quickly resolve customer inquiries and deliver consistent customer experiences on all communication channels.