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Overall great experience.
Well done team!
Client Name
Job Title - Location
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Just Fantastic.
Couldn't do better even
if they tried.
Client Name
Job Title - Location
Travel Stats
Find out more
The demand for app-based booking is booming. Travel companies who have a booking app reported that 60% of transactions come from mobile--up 41% from last year.
of mobile reservations are same-day hotel bookings
of people globally have booked a hotel on a mobile app
Hotel bookings bring in $162 billion a year
Meet Becky, a world-renowned entrepreneur and non-stop traveler.
Meet the travel app company Becky uses. It’s having its own issues:
was up to the challenge.
Back to top
Solving Seasonal
Scaling Issues and Increasing CSAT
How Could the App Provide
a Better Experience for Becky?
Script-free Customer Care
For this client, TaskUs designed a unique recruitment strategy that enabled them to find teammates who could cater to script-free customer service.
During TaskUs’ in-depth training and live calibration sessions, teammates were measured on their ability to solve their callers’ issues, and evaluated on their levels of empathy. This unique approach consistently increased CSAT and made customers like Becky happy.
Optimizing the Workload for Seasonal Shifts
To ensure the company only paid for the headcount it needed during peak periods,
TaskUs held monthly meetings with the client
to evaluate reports from the previous 60 days.
This, combined with a workforce management tool, enabled TaskUs and the client to align staff schedules with the ebb and flow of peak demand while also keeping costs low. To sustain success, TaskUs created load balancing, which is when teammates from other campaigns support each other during peak support periods.
By delivering exceptional talent, coaching programs, and workforce flexibility, TaskUs helped the client achieve 3 key results:
102% Service Level
86% Average CSAT
94% of Customers Received
Credits Over Refunds
Provide a World-class Experience For
Your Customers with TaskUs
The Suite Life:
BOOK
BOOK
CASE STUDY
Across three operations sites, TaskUs teammates achieved an 86% CSAT.
Teammates attended cost reduction seminars hosted by TaskUs to develop keen negotiation skills. 94% of customers who called in wanting a refund, left with credits. This encouraged users to continue using the travel app and extended customer longevity.
Results
TaskUs created staff load balancing, which enabled them to scale support operations during peak periods by using teammates across different campaigns. This, combined with achieving the set AHT, over exceeded service levels by earning a 102% service level.
What they Needeed
By nature of their industry, they experienced peak season in June through August and off-season during November through March. They needed a CX partner to help them scale for seasonal volume fluctuations without sacrificing service levels for travelers.
Optimize the Workload for
Seasonal Shifts
In order to provide a scalable CX for Becky and other customers, they needed to:
Provide Script-free
Customer Care
Her favorite online booking app made it easy for her to snag a hotel room at a discounted rate, but lately, she experienced long hold times and poor customer service.
high-volume of inquiries, low headcount, and unhappy customers like Becky.
?
65-70%
42%
$162B
Get The App
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Apple Store
Windows Store
Ready to grab a beer?
102% Service Level
TaskUs’ created staff load balancing, which enabled them to scale support operations during peak periods by using teammates across different campaigns. This, combined with achieving the set AHT, over exceeded service levels by earning a 102%.
86% Average CSAT
Across three operations sites, TaskUs teammates achieved an 86% CSAT.
Provide Script-free Customer Care
Optimize the Workload for Seasonal Shifts
CONTACT US
Once clients experience the people, processes, and technology that TaskUs offers, partnerships flourish.
Regardless of industry, customer support doesn’t have to be an expensive and arduous operation with the right partner.
