Talking success with digital conversations

That seamless integration between chat and voice was really probably the pivotal piece that made going to market digitally successful, and customers really like the flexibility that a digital-first approach provides.

– Claire Ross, Channel Manager, TSA Group

We’ve partnered with an Australian tourism brand to develop and launch to market a unique technology-led customer engagement model.

They’ve promised to deliver a distinctly unique travel experience as compared to its more established peers. With a digital-first approach, the main way customers would reach out to its customer care team was through a dedicated app or through their website.

In this case study, we explore:

• What a digital-first approach looks like
• How we maximised operational efficiency
• How successful the approach was and why your team will love it!