A Travel & Tourism Leader Achieved 98% Service Agreement Success with HRH Next’s Multilingual Support
Delivering exceptional travel experiences requires more than just bookings; it demands reliability, clarity, and swift assistance whenever travelers need it. Our client, a distinctive online travel and tourism platform in India, caters to discerning travelers with services that include flight management, stay reservations, guided tours, and special arrangements such as ferry and heli yatras. To serve both domestic and international customers effectively, the platform needed 24/7 multilingual support that could handle complex requests, resolve issues quickly, and ensure every journey remained seamless from start to finish.
Problem Statement
A leading digital service provider in the travel sector in India faced challenges in delivering consistent, multilingual customer support across a wide range of offerings. The company had to manage the complexities of services such as ticketing, accommodation, guided tours, and transport arrangements.
- Handling high ticket volumes during peak travel seasons without service disruption.
- Managing time-sensitive services like domestic and international flight rescheduling, cancellations, and refunds.
- Providing multilingual support for a diverse customer base across India.
- Coordinating with multiple departments and third-party vendors to ensure timely resolutions.
- Addressing escalations and grievances within strict SLAs to maintain brand trust.
Solution Offered
HRH Next designed and implemented a specialized customer support framework tailored to the unique needs of the travel and tourism sector, ensuring operational continuity and exceptional traveler experiences.
- 24/7 Customer Support in 13 Indian Languages: Dedicated teams ensured accessibility for travelers across regions.
- End-to-End Booking Assistance: Support for retiring rooms, dorms, lounges, tours, ferry and heli yatras.
- Specialized Handling for Complex Services: Dedicated processes for flight rescheduling, cancellations, and modifications.
- Faster Refund Processing: Direct coordination with service operators to expedite payment reversals.
- Structured Grievance Resolution: SLA-bound ticketing system covering Finance, HR, IT, and other internal functions.
- Multi-Level Escalation Matrix: Ensured critical issues were resolved within agreed timelines.
- High-Volume Capability: Agents handled 350–400 tickets daily while maintaining service quality.
- Seasonal Surge Management: Stable operations are maintained during peak demand without performance dips.
- Email Support in Hindi & English: CRM-enabled sorting and prioritization for faster query handling.
Impact on Business Performance
- 98% Service Level Agreement (SLA) Compliance: Demonstrating consistent operational excellence.
- 99% Answer Level Achievement: Nearly all customer queries were attended promptly.
- <2 Second Average Response Time: Immediate connection to support agents for voice queries.
- 84% First Call Resolution (FCR): The Majority of issues are resolved in the first interaction, reducing repeat calls.
HRH Next’s Contribution to Client Success
By integrating multilingual capabilities, structured escalation processes, and high-volume handling capacity, HRH Next enabled the platform to deliver stable, scalable, and traveler-friendly operations. This partnership resulted in higher customer satisfaction, faster turnaround times for complex services, and uninterrupted service quality during peak travel seasons.
HRH Next’s tailored travel and tourism customer support solution proved to be a key enabler for the client’s growth. Through 24/7 multilingual support, SLA-driven grievance resolution, and operational scalability, the platform was able to uphold its promise of comfort, reliability, and smart travel choices, strengthening its position as a trusted name for modern travelers across India.