One of the first cases I was told about after I joined the company was the Bali case. Based on the report, we can see what users don't like and where the product should be refined. On the other hand, we receive reviews directly into the Usedesk system, set up tags to create "star" categories and assign topics based on the text of the appeal. In comparison, in other companies, employees still have to manually log in to Google Play or AppStore and respond to reviews in the site's desktop version. A convenient service, with which we have previously collaborated to track feedback in our apps. Plus, another one of the first integrations that were done is AppFollow. This tool allows us to track the timing of the issue, the agency's work and the correctness of its actions. Once all explanations are received, we go back to the client with the final solution. At this point, the client's ticket is "on hold" until we resolve the pain.
It is also an essential convenience for us: for each client's case directly from Usedesk we can write to the agency. All the client leaves in the feedback form in the application and on the website are sent to one place, which allows us to save our employees' time, only moving from ticket to ticket. We use a ticket request system for communication with users - Usedesk. Plus, to help with those problems that may have arisen with a client after buying a partner's ticket. One of the global aims of the helpdesk now is to improve travelers' literacy, particularly in questions of air travel. The user trusts us, so why should we send him somewhere to help him and solve the problem ourselves? We have extensive experience we know very well how our market works.
Only in exceptional cases, we helped to solve the problem with our partner. Only for ticket search and website operation. Despite the relatively simple scheme, it is often us who are approached by users with the following questions: "Can I take a decorative rat on the plane?", "Do I need to get a visa if I will be transiting in London?", "I bought tickets, but they did not come what should I do?", "The flight was canceled how can I get my money back?".įor more than 10 years of our company's existence, this has been the helpdesk's goal - to let the user know where and with whom they should solve their questions and problems related to air travel. The traveler goes from us to the online travel agency or airline site and buys the ticket there. We do not write tickets we do not make payments we do not check-in or change tickets, if necessary. Or rather, to say that it was not developed because of the specifics of our service.
0 kommentar(er)
