About the Client
The client is a global leader in the domain of providing accommodation and homestay facilities to subscribers across the globe. They have an online presence via their website and their mobile application through which subscribers can avail of their services.
The Client Challenge
The unexpected rise of COVID’19 put a wet blanket across the industry. With such widespread disruption, the recreation, holiday, and tourism sectors faced huge challenges across their businesses. Millions of customers had teething issues with bookings, allotments, cancelations, payments, and refunds. With different countries serving lockdown notices, customer support centers could not function to their full capacity, response times were very slow further increasing customer woes. Customer service agents felt the sharp spike of cases beyond their limits and backlogs ran into weeks. Our client wanted a solution that could help them come out of this situation smoothly and provide great CX as they were known for.
What is Directly OnDemand?
• Trusted experts supporting 100+ languages
• Leader in On-Demand Support for Fortune 500 brands
• 12000+ full-time support service experts for traditional support
• More than 5,000 global peers to peer experts across 60+ countries
• Channels Supported: Email, Messaging, Web, Voice, IVR → Digital
• Industry Leading Privacy & Security Standards & Compliance
Movate Solution
Movate understood the urgency to provide a scalable support solution to the client and employed a gig-support model to drive support interactions. Movate onboarded the client on its Directly OnDemand platform which is made up and driven by gig experts. It is a self-contained ecosystem of on-demand services that combines the power of a gig platform, built on patented technology with gig peer experts to provide an elevated, personalized, and frictionless peer-to-peer support experience across multiple channels.
What is Directly OnDemand?
By employing such a model, Movate was able to bridge the divide quickly, scale up and set up experts who could process the tickets at large and quell huge spikes within a reasonable timeframe.
These experts are chosen after a rigorous selection process, trained, and then onboarded onto the platform where they can answer questions and get compensated for their performance. This model is unlike traditional support which has a timed response window. Since gig experts are on call 24/7, resolution rates are much higher, faster than traditional support bringing a new level of customer satisfaction, trust, and confidence to the table. These outright benefits help clients tap into a huge talent pool that is scalable, secure, and committed to providing the highest level of customer response as soon as possible.
The Directly OnDemand gig experts team – by the way it is setup gives it a unique distinction of providing authentic and empathetic support as the support coverage is way larger and faster than one-to-one agents. Using the OnDemand platform, agents can use AI-based tools with automation to get updated information from different sources on a real-time basis. This helps them keep a source of constant communication going on. With their scalable nature they can handle more volume for lower costs when compared to a traditional setup.
The scope of work taken up by Movate using the Directly OnDemand platform is summed up below:
- Received a record influx of global questions regarding cancellations & refund policies when COVID-19 hit
- Deployed Directly OnDemand and created new COVID-specific automation that was running within 24 hours
- COVID-19 response led to a 20%+ in daily deflection with automatic answers (resulting in ~$1M in savings)
- 1,000% increase YoY as community experts embraced 2X volumes overnight while clearing a 300-inquiry backlog
- Maintained high NPS for Live Chat, which was expanded to 24/7 support for English
- Live Chat improved NPS up to 60
Business Benefits
- $20 Mn cost savings across 2 years
- Resolved 95k + questions
- 175k questions resolved with Automation
- 93.7% CSAT
- NPS of 44