![Image | WOW24-7 Walks](https://wow24-7.io/wp-content/uploads/2024/04/Image-9.webp)
Swift Customer Support Revival for Travel Agency Post-Lockdown
Walks’ journey from customer to operational support: seasonal scaling, 7x faster response time, and coverage of after-hours, weekends, & holidays.
Walks’ journey from customer to operational support: seasonal
scaling, 7x faster response time and coverage of afterhours,
weekends, & holidays.
"WOW24-7 proved to be
a pivotal partner in our
journey."
"WOW24-7 proved to be
a pivotal partner in our
journey."
Amanda Pennypacker,
Head of Guest Experience
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Share your challenges with us and we will prepare a
customized solution for you.
Walks provides some of the most exclusive and beautifully
designed small group tours in the industry through Italy and
around the world.
Plus, it offers special access to some of the world’s most iconic
landmarks and attractions as well as unique cultural
experiences.
Field of Activity: Tours and activities
Products: Tours in 14 cities
Market: Global
Headquarters: San Francisco, California, USA
Customer Support Language: English
Business Size: Annual revenue of $54.5M, 162 employees
Our collaboration with Walks began by
understanding their unique support challenges
& goals through a detailed study, leading to a
tailored project roadmap along with a well-
defined project scope.
Our Onboarding Manager led the seamless
transition, collaborating with key stakeholders to
create a tailored onboarding strategy and set
the project on the right track.
Together with Walks, we carefully selected
expert agents with language proficiency,
advanced product knowledge, & keen attention
to detail. Through comprehensive training and
testing, we sharpened their skills in clear and
concise communication.
The training & testing programs emphasized the
value of asking strong, to-the-point questions, a
skill recognized by the client. This way, agents
can efficiently assist customers without
wasting their time, aligning perfectly with our
client's vision.
Regular collaboration with Team Lead
ensures effective project management, agent
performance tracking (First Response Time,
Resolution Time etc.), new agent training, and
seamless communication.
We maintain stringent performance oversight
against SLA metrics. Quality assurance is
maintained by our insurance manager, who
provides weekly reports on interactions with
the Customer Service Team Lead. This ensures
top-tier service.
Our commitment to excellence thrived on an
adaptive approach, responding to Walks'
unique insights and needs. The Customer
Success Manager maintained consistent
communication, addressing progress,
troubleshooting, and workflow enhancements.
Our flexibility extended to agile team size
adjustments, ensuring seamless support during
seasonal shifts while preserving support quality.
Would you like the same results?
Book a 30-minute discovery call with us and we'll show you
how the service works and walk you through the best
option for you.