COCHA Revamps Traveler Services with Freshdesk

SUMMARY 

After being practically shut down by Covid-19 travel restrictions, the tourism industry has returned and to attend to new demands COCHA has created a dedicated passenger services department as travel rebounded post-Covid-19, aiming to distinguish itself in customer service.

To tackle this, COCHA consolidated multiple departments into a central hub, ensuring seamless communication with customers from ticket purchase to their return. The new area unified existing departments, becoming the primary contact point for customers.

Therefore, COCHA required a platform that could be easily integrated with its Genesys call center, which it has been using for 12 years and was incorporated into the department. After evaluating different tools in the market, COCHA chose Freshdesk for it's trusted, feature-rich, cloud-based customer service solution. COCHA was already familiar with Freshdesk from its prior use in other departments and knew it was the right choice.

THE COMPANY  

With around 75 years of experience, COCHA, a leading multichannel travel agency in Chile, navigated through the unprecedented challenges posed by the pandemic to continue its focus on personal and corporate travel services.

CHALLENGE 

In a time when travel resumed post-Covid, the new department was crucial to address the unique needs and challenges facing travelers, like dealing with cancellations and rescheduling.

To make it faster and easier to resolve passengers’ requirements, COCHA’S new travel hub provided a self-service system, but guaranteed travelers could speak to a human agent in case they faced any difficulties.

To tackle this, COCHA consolidated multiple departments into a central hub, ensuring seamless communication with customers from ticket purchase to their return. The new area unified existing departments, becoming the primary contact point for customers.
 

SOLUTION

Apart from automating workflows and offering self-service options, Freshdesk unified interactions across email, phone, web, chat, and social media into a single comprehensive customer record. This comprehensive view eliminates redundancies, ensuring passengers don't need to repeat concerns, enhancing their overall experience.

Any contact between COCHA and a traveler is recorded and becomes part of a unified customer record. With that data, agents can quickly see past interactions with a passenger when starting or resuming a customer service session. 

This is possible regardless of whether the passenger contacted the company by phone, email or WhatsApp, which was recently added to the platform. The feature avoids friction and improves the passenger experience by avoiding having to repeat a request or complaint more than once.

As other departments were already using Freshdesk before the new passengers’ services area was created, COCHA also has information on passengers who were affected by Covid-19 changes. This is an additional source of information for the company that helps continue the customer service processes.

In addition to support relationships with travelers and partners, register tickets and communicate across all available channels, COCHA is leveraging Freshdesk's advanced features beyond its primary use. 

IMPACT

Quick and impactful CSATs provide crucial, actionable feedback, helping COCHA refine its services continually. The company also implemented a quick three-question survey, with supervisors reaching out directly to address and rectify any negative feedback, further solidifying customer loyalty.

COCHA achieved a first call response rate between 80% and 86% over the past three months. This high first call response rate demonstrates the efficiency of  Freshdesk, ensuring that customers' issues are addressed promptly. High response rates contribute to improved customer satisfaction and reduced frustration.

Over the same period, the first Service Level Agreement (SLA) response was 87.48%, which indicates a commitment to adhering to service quality benchmarks. This not only boosts customer trust but also places COCHA ahead of competitors who may struggle with SLA compliance.

COCHA maintained an average resolution time of 19.50 business hours (bhrs) for resolving tickets, demonstrating its proactive approach, fueled by Freshdesk, in resolving issues swiftly, ensuring enhanced customer satisfaction and loyalty.

The average response time was 12.1 business hours (bhrs) and COCHA's average time for the initial attribution of tickets to agents was 2.93 business hours (bhrs).