Freshworks transforms the travel experience for Digitrips customers

When the travel industry came back to life after the pandemic, customer care teams for the online travel company Digitrips struggled to handle the surge in requests coming through separate channels—email, ticketing, live chat, and chatbots. 

“All the communication flows involving our agents and clients were handled via different tools that were not integrated with one another,” says Timour Abo El Einein, business process manager at Digitrips. 

Recognizing the need to improve both operational efficiency and customer experience, Digitrips turned to Freshdesk for its ability to automate workflows (for tasks like plane ticket refunds), integrate channels, and more effectively respond to inbound queries.

Freshdesk, built on AWS, provided a strong and scalable foundation for end-to-end cloud operations, centralized all customer information, and prioritized and qualified queries based on criteria such as flight times and connections. With Freshworks’ customer service solution in place, every ticket is now 100% qualified, providing agents with a comprehensive overview for faster and improved service.

Additionally, Digitrips began leveraging Freddy Copilot, Freshworks’ AI-powered assistant, to automatically produce summaries at the end of each customer interaction, facilitating quick updates for subsequent advisors.

The company

Digitrips is a Paris-based B2B and B2B2C travel company that manages about 750,000 passenger trips per year with 100 advisors in France, Belgium, and Italy. In addition to operating the B2B MisterFly online travel agency, it also offers a white-label service for a select number of travel partners. 

The challenge

Providing a timely, transparent, and user-friendly customer experience is at the core of Digitrips' brand. To deliver on the promise of pioneering Digitrips products like The Flex—which allows switching any non-refundable ticket to refundable—a highly responsive customer service experience is necessary. Manual inputs required of service advisors were undermining Digitrips’ ability to respond to customers and manage time-sensitive matters like airfare refunds and hotel cancellations.

As the pandemic eased, inbound requests surged, overwhelming service advisors. Digitrips sought an omnichannel customer service solution to integrate with its existing tech stack and enable better self-service options.

The solution

Digitrips quickly customized the Freshworks platform to meet their business needs, beginning with a system to track inbound requests and agents’ progress on tickets. 

“It took a lot of time to stop the hemorrhage here,” says Vincent Laham, marketplace project manager at Digitrips. “But once we got a view of the volume, we began working with IT to automate as much as possible.”

By categorizing inbound requests with multiple criteria, Freshworks prioritized queries and automatically directed them to the right agent. That proved especially useful during periodic spikes in demand, such as during an air strike. 

Freshworks Freddy Copilot provided an additional boost to agent productivity. By using the Summarize feature to recap previous customer interactions, every agent is better equipped to help customers more quickly. Freddy’s Rephrase feature also helps agents communicate the best way about a change in itinerary or a cancellation.

Impact

By adopting Freshworks’ generative-AI-powered omnichannel solution, Digitrips reduced operational costs. The quality and speed of the company's responses to customer inquiries have improved significantly year over year, with first response time shrinking from 13.5 hours to just over 3.5—as ticket volume doubled. 

Real-time analytics powered by Freshworks Neo Platform provided Digitrips with better visibility into its operations, enabling more responsive decision-making. And for travelers on the go, quick and accurate responses mean everything.