loveholidays uses Twilio Flex to Improve Agent Productivity by 20%

loveholidays uses Twilio Flex to Improve Agent Productivity by 20%

loveholidays is one of the UK’s fastest growing online travel agencies, offering custom package holidays to families, couples and friends. The COVID outbreak has caused monumental upheaval within the travel industry globally.

The Challenge

For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations. Record numbers of queries have been coming in from anxious customers, all while social distancing rules necessitate a remote working contact centre model.

The Solution

loveholidays needed to update their on-premise solution to a cloud-based platform so that their agents could work from home. Selecting Twilio Flex provided an immediate fix to their most immediate obstacle of getting loveholidays agents up and running remotely.

The Results

Thanks to the single user interface of Flex, the loveholidays customer service team has seen an increase in agent productivity by 20%.

Sign up for our Newsletter

Relevant solutions


Agent Assist

AI assisted advisors

Great customer service is fast and accurate, which means getting the answers you need on the spot – no waiting on hold while someone looks it up. Add Natural Language Processing to your advisor desktop and it can analyse conversations to understand what customers need and proactively find it for you. 

Powered by

Start your journey with Sabio
If you're interested in developing more efficient and effective
customer experience for your business, our team of experts it always on hand to help.
Get in touch
Did you know?
Sabio is Spanish for 'wise', and is associated with King Alfonso X 'El Sabio' (1221-1284).
The name Sabio reflects the importance we place on the quest for knowledge, achievement and embracing the benefits of the diversity.
Discover more about Sabio