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%.

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Solution

AI-Ondersteunde Adviseurs

AI-ondersteunde adviseurs

Een goede klantenservice is snel en accuraat, wat betekent dat u ter plekke de antwoorden krijgt die u nodig heeft. U hoeft niet in de wacht te staan terwijl iemand het opzoekt. Voeg Natural Language Processing aan de desktop van uw adviseur toe en hij kan gesprekken analyseren om te begrijpen wat klanten nodig hebben en dit proactief voor u vinden. 

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