Online travel agency Agoda helps customers find hotel bookings, rentals, flights, and more by collaborating with travel partners across 32 markets. Since the services offered can result in heavy agent workloads, the travel company decided to upgrade to a software solution that met its employeesâ needs.
To improve the employee experience (EX) and lessen agent responsibilities, Agoda leveraged the automation capabilities of Zendesk to streamline replies, ticket routing, and escalations.
Before long, Agoda found that Zendesk substantially improved employee efficiency and satisfaction. This was largely due to the pinpoint accuracy of the software and the amount of time it saved busy staff. Business leaders at Agoda were able to assess the positive impact of Zendesk because the software provides complete back-end data, enabling them to gather insights and improve the EX. This enhanced EX ensured that the effective communication and insights improved their partnerships as well.
âZendesk enabled us to interact with our partners in more effective ways, such as through chat, the help desk, and by connecting multiple email channels to the platform. Having full visibility on KPIs allows us to closely measure how successfully we communicate with our partners and how well our platform performs.â
âAndrea Sebestyen, Senior Project Manager, Customer Experience Group at Agoda
By leveraging automations and customer service data, Agoda increased help center views by 45 percent, enhanced agent productivity by 40 percent, and hit a 92 internal satisfaction score in just one year.