Splitty Travel is the world‘s first online hotel booking platform that finds the best deals by combining offers from multiple sources to create a unique room package.
Proudly stating to “love to travel as much as you do," Splitty’s position as a customer-oriented global platform calls for customer service that’s invariably attuned to every request, need, and worry, with minimal distractions.
As Splitty covers the USA and all major cities worldwide, a pillar of the company’s success is its call center, which handles an endless stream of customer issues and requests.
Catering to every customer requires a reliable, user-friendly phone system with advanced call center features—to be used amongst Splitty’s distributed global team for improving efficiency and for the automation of unnecessary processes.
The Splitty team was looking for a business phone system that could deliver all of these tools, and that would enable supervisors to be involved in the interaction with customers, especially by being easily referred to when needed.
The award-winning website’s traction required rapid updates to internal processes, which needed to be perfected if Splitty was to remain a top-rated service. One aspect placed under the microscope was the company’s phone software provider.
Issues Splitty was dealing with included a lengthy, complicated setup of the call center software (and of adding/removing agents), as well as a lack of essential tools: recording features that supervisors require for deeper analyses, the possibility to transfer calls to supervisors or for supervisors to assist with calls in real-time and a mobile app that’s crucial in giving agents sufficient flexibility.
Taking these problems into consideration, Splitty was dedicated to partnering with a software provider only if all criteria were met.
The key requirements for the new software were clear:
Splitty adopted CloudTalk’s phone software while increasing its team by 3x and welcoming thousands of new customers. In the past three months, the team has spent 18,000+ minutes on inbound calls and 22,000+ minutes on outbound calls, and they’ve made 8,500+ inbound and outbound client calls using six international numbers.
The past months also brought changes caused by the Covid-19 outbreak; Splitty had to set up and deploy a completely new team entirely remotely. CloudTalk’s software proved to be an excellent tool, as it enabled Splitty to run its call center remotely while maintaining order thanks to a solid overview of each agent’s results and performance.
With all of Splitty’s needs met immediately upon partnering with CloudTalk, the team now has easy access to features that have resulted in an improved first-call resolution rate and average call duration.
Now, customers can be automatically directed to the department or agent that can address their problems in the fastest, most convenient way, and in the relevant language—allowing Splitty to truly understand every customer concern at hand.
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