Thomas Cook credits the partnership with Freshdesk for…

Thomas Cook has credited its partnership with customer support software specialist Freshworks for improving customer service as demand flooded in this summer.

The Freshdesk platform provides an automated digital omnichannel support function that complemented the contact center’s 80-employee OTA team.

When the UK reopened to international travel post-COVID, Cook saw customer inquiries increase and catapulted it into one of the best-selling travel brands.

As the company struggled to cope with the volume of requests, it implemented Freshworks software to manage the flow of inquiries and bring automation.

The partnership started with email and simple chat functionality and then added a conversational chatbot to collect basic information like names and email addresses from customers in advance.

Cook then implemented the Freshworks solutions module to add FAQs, enhancing the basic bot to handle hundreds of varied questions by providing customers with the corresponding FAQ article.

To ensure a smooth and quick transition, Cook’s customer service staff in the UK, Bulgaria and the Netherlands used Freshworks Academy’s on-demand training to learn the new systems.

Thomas Cook says its customer support team has seen “great success” since transitioning to using Freshdesk.

The average number of tickets resolved per agent per day increased by 55.5%, as well as an increase in FAQs from 21 to 99 since implementation.

“The automation of the process has been a game changer for the same team of 80 customer support agents, with a single automation successfully closing 5,617 tickets, with no human contact.

“The team now has live visibility into how many tickets are queued for different types of questions, allowing them to receive tickets directly related to their experience.”

Hayley Chambers, Director of Customer Operations at Thomas Cook, said: “The fact that the project was managed with very few resources and alongside all the other work at the time, showed how easy it was to work with Freshworks.

“The solution is so easy to use that we were up and running quickly without the additional need or cost of an outside project team.”

Freshdesk said that the OTAs’ customer service employees were able to fulfill their goal of becoming customers’ ‘virtual travel companion’, providing them with fast, easy and reliable services.

Simon Johnson, Vice President of Sales and UK & Ireland General Manager at Freshworks, said: “With international travel booming, companies like Thomas Cook need to be able to scale efficiently to cope with the sudden increase and variety of customer questions. .

“Freshdesk enables support agents to delegate customer queries to be answered automatically, self-service or face-to-face in an expedited manner.”

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