Online travel and leasure industry: BtoC Customer Support

Main challenges

Handle travel problems, complaints or refunds.
Expertise in each destination, to provide customers with the best possible advice.
Meeting demand during peak periods (vacation periods).

The customer is a European leader in the online travel and leisure industry with a presence in over 35 countries and covering 15 languages.

The customer was looking for a partner capable of:

Provide multilingual customer support
Cooperate with customers to determine their needs
Provide travelers with relevant information, brochures and publications
Book transportation, make hotel reservations and collect payments/fees
Use promotional techniques and prepare promotional material to sell tourist itineraries

Key figures

languages covered by GRS for this project

+20

dedicated agents

Why Did they Choose GRS?

With 18 languages under management, GRS can provide effective customer support in 4 languages – Italian, Spanish, French and German.

GRS had already been working with major airports for several years, and therefore had expertise in the world of travel and tourism.

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