Global Travel transformed its customer support operations by implementing Tidio’s AI-powered platform, successfully routing conversations between sales and service teams while increasing engagement rates and enhancing customer response times.
At a glance: Global Travel
Global Travel is a pioneering travel services company founded in 1994 that specializes in the home-based travel agent model. Headquartered in Maitland, Florida, Global Travel enables individuals to operate as independent travel advisors by providing access to discounted travel deals, booking tools, training resources, and marketing support. The company’s mission is to help travel enthusiasts transform their passion into profit through both part-time and full-time opportunities in the travel industry.
- Industry: Hospitality (Travel Agencies & Services)
- Country of Operation: United States
- Support Volume: Over 2,500 conversations per month
- Website: http://www.globaltravel.com
The Challenge: Departmental Separation and Efficient Chat Routing
As a company serving both independent travel advisors and end consumers, Global Travel faced several critical customer communication challenges:
- Departmental Division: Global Travel needed to efficiently route incoming inquiries between their sales and service teams, each requiring specialized knowledge and different approaches
- Cross-Channel Communication: Managing inquiries coming through multiple channels including website chat, email, and social media
- Response Time Optimization: Ensuring timely responses to both potential new advisors (sales) and existing advisors (service)
- Manual Routing: Support staff were spending valuable time manually transferring conversations between departments
- Missed Opportunities: Without proper routing, some inquiries were being delayed or missed entirely
Global Travel needed a solution that could automatically direct different types of inquiries to the appropriate teams while maintaining a seamless customer experience across all communication channels.
The Solution: Why Global Travel chose Tidio
After evaluating multiple customer communication platforms, Global Travel selected Tidio for its comprehensive feature set and flexibility in managing departmental workflows. The implementation focused on:
- Department-Based Routing: Setting up separate sales and service departments within Tidio to properly segment conversations
- Pre-Chat Survey Integration: Implementing a pre-chat survey that allows visitors to self-select their inquiry type
- Intelligent Chatbot Workflows: Designing an interactive chatbot flow that guides users through common pathways and routes them to the appropriate department
- Email Integration: Connecting multiple email inboxes to Tidio and routing messages to the appropriate departments
- Centralized Ticketing System: Implementing a ticket-based system to track and manage all customer inquiries in one place
The Tidio implementation team worked closely with Global Travel’s marketing and customer service leaders to customize the solution to their specific needs, creating a seamless transition between departments while maintaining a unified customer experience.
The Results: Measurable improvements across the support ecosystem
After implementing Tidio’s solution, Global Travel experienced significant improvements in their customer communication metrics:
- 8.39% Bot Engagement Rate: The “Solve Problems” bot achieved an impressive 30-day engagement rate, indicating strong customer adoption of the automated solution
- 2.54% Contact-to-Visits Ratio: The pre-chat bot successfully engaged website visitors at a healthy rate, ensuring potential inquiries were properly captured
- Streamlined Departmental Workflow: Clear separation between sales and service inquiries led to more efficient handling by specialized team members
- Reduced Response Times: Automated routing eliminated the delay caused by manual transfers between departments
- Improved First-Contact Resolution: Inquiries reaching the right department on first contact led to faster resolution times
Implementation Highlights: Custom Solutions for Unique Needs
The implementation process focused on creating a tailored solution that addressed GTI’s specific challenges:
1. Custom Chatbot Flow Global Travel worked with Tidio to develop a custom chatbot flow that provides visitors with clear options based on whether they are existing members or potential new advisors. This flow automatically routes inquiries to either the sales or service department based on visitor selection.
2. Pre-Chat Survey Integration For visitors who bypass the chatbot or have direct questions, Tidio implemented a pre-chat survey that collects email information and allows visitors to select which department they need to reach.
3. Email Channel Management Tidio’s flexible email integration allowed Global Travel to route messages from specific email addresses to designated departments, ensuring the right team members see relevant communications without manual sorting.
4. Department Configuration The customer service team was organized into sales and service departments within Tidio, with clear visibility rules ensuring team members only see conversations relevant to their role.
Delivering Faster, More Personalized Support at Scale
By implementing Tidio’s departmental routing capabilities, Global Travel has transformed their customer communication process, ensuring inquiries reach the right specialists quickly while maintaining a seamless experience across all channels.
