A custom omnichannel solution to meet the challenges of the tourism sector
In a rapidly changing tourism sector, Travelski, a specialist in packaged ski trips, adapts to new consumer expectations. After several years marked by unprecedented challenges for the industry – travel restrictions, post-pandemic recovery, and accelerated digitalization – the need to offer a smooth and reassuring customer experience has become essential.
By integrating the omnichannel solution ViaFlow from ViaDialog, Travelski has met the challenge of improving its customer interaction management and optimizing each touchpoint, in line with growing demands for personalization and responsiveness. Discover how this partnership has enabled Travelski to enhance customer satisfaction and retain its clientele while adapting to new market dynamics.
As Aurore Zucchiatti, Customer Service Director, explains:
"ViaFlow has improved the quality of customer service in two ways: we have increased the performance and productivity of the team, but also in terms of customer satisfaction, with improvements in certain KPIs like ratings on online review sites."
The challenges of centralized customer management for a growing pure player
As a pure player in the tourism industry, Travelski must meet the challenge of supporting its customers throughout their online purchasing journey, which is often complex and demanding. With a clientele seeking ski trips, the Travelski teams must manage peak periods and respond to varied requests, ranging from reassurance before purchase to information for organizing the trip. ViaFlow has allowed Travelski to consolidate all of its communication channels (telephone, email, chat) into a single interface, ensuring an overview of each interaction.
"Our objective [...] was to streamline our tools, to have common elements between the different teams, and to professionalize ourselves [...] with centralized customer relations," specifies Aurore Zucchiatti.
Productivity and customer recognition at the heart of the benefits
The integration of ViaFlow has also transformed the effectiveness of agents with advanced information retrieval features. Now, Travelski agents have instant access to the interaction history of each customer, allowing them to provide quick and personalized responses. This time-saving results in better productivity and an optimized customer experience, where each request is handled smoothly. By centralizing access to information, ViaFlow also promotes immediate customer recognition, making exchanges more human and reassuring for end users.
"With this immediate recognition, we have gained efficiency and customer satisfaction," testifies Aurore Zucchiatti.
An evolving and agile solution for teams in Europe
ViaFlow also offers valuable harmonization for Travelski's dispersed teams, spread across Chambéry, Paris, and the Netherlands. Thanks to this agile solution, teams can collaborate effectively and adjust resources based on needs, whether to strengthen support during peak periods or to distribute the workload. Aurore Zucchiatti emphasizes the importance of this flexibility:
"We have an almost drag-and-drop solution that allows us to strengthen teams on one side or the other based on needs. And that is something that has changed our lives."
Moreover, with constantly evolving prospects and AI-based features, such as transcription and voice tone analysis, ViaFlow enables Travelski to stay at the forefront of innovation while meeting the expectations of tomorrow in the field of customer relations.
