Client Situation - The unexpected rise of COVID’19 put a wet blanket across the industry. With such widespread disruption, the recreation, holiday, and tourism sectors faced huge challenges across their businesses. Millions of customers had teething issues with bookings, allotments, cancelations, payments, and refunds. With different countries serving lockdown notices, customer support centers could not function to their full capacity, response times were very slow further increasing customer woes. Customer service agents felt the sharp spike of cases beyond their limits and backlogs ran into weeks. Our client wanted a solution that could help them come out of this situation smoothly and provide great CX as they were known for.
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