Project: Customer Service Improvement

Purpose: To have better customer satisfaction and increase OTA market penetration.

Discover: According to customer feedback, over half of dissatisfied reason is the reply of customer inquiry sometimes take more than one day to wait for (The standard process is reply within 24 hours since a inquiry has been sent).

Summary:

Salesforce report had shown that normally an agent can work on 15 – 20 cases per business day and nearly 20% of cases can’t be completed smoothly by end of the day. So we had the draft start of the project and decided to dig into the reason of causing pending cases.

Project Result:

After knowing the reason of the pending, process revising shown as UI flow,