Travel
Travel agency
A travel agency received most questions in the evening and at weekends. Chathands covered those moments for bookings, changes and new enquiries.
- Sector
- Travel
- Channels
- WhatsApp · Live chat
- Result
- Travellers got an immediate answer, even outside office hours.
Summary
A travel agency received most questions in the evening and at weekends. Chathands covered those moments for bookings, changes and new enquiries.
The challenge
Travellers booked and changed their trips mostly in the evening and at weekends. The in-house team wasn't available then.
Our approach
01
Conversation analysis
We mapped the recurring questions: Travellers booked and changed their trips mostly in the evening and at weekends. The in-house team wasn't available then.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands took over evening and weekend questions about existing bookings, cancellations and new requests.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: Travellers got an immediate answer, even outside office hours.
Results
- Availability
- 09:00 – 22:00
- Handled conversations
- +2,000 / month
- Revenue impact
- +12%
- Customer satisfaction
- 4.9 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on WhatsApp · Live chat.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Travel agency and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.