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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!


Partner with a market leader

Find out how TSA can elevate your CX
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