Helping a Leading Travel Company During Unprecedented Times: A COVID-19 Response Success Story

In 2020, the global coronavirus (COVID-19) pandemic drastically changed the way of life for billions of people worldwide. The pandemic caused widespread uncertainty, forcing organizations and businesses to navigate an unprecedented situation. To help prevent the spread of the virus, organizations needed to adapt to social distancing standards and other mandates while, at the same time, rapidly addressing the needs and safety of their employees and customers.

By March of 2020, travel around the globe came to a near standstill. As a result, a leading travel and transportation company, serving millions of passengers each year in hundreds of destinations, had to adapt quickly. With many of its customer service and call center employees transitioning to remote work, the travel leader wanted to maintain a seamless customer experience and ensure that its customers could quickly and easily access the help and information they needed through the pandemic.

As customer questions shift and change, the travel leader, with Verint Intelligent Virtual Assistant’s help, has been able to support business continuity and address customers’ needs efficiently and effectively. Despite website traffic being down significantly as travel halted, the IVA continued to be a primary revenue source for the company, generating over $4.5 million in the first seven months of the pandemic (March 2020 to September 2020).

Additionally, the boundless customer service experience that the travel leader delivered through its IVA positively impacted service scores. By updating information, answering questions, and quickly assisting customers, the company gained more than a five percent boost in positive survey ratings (March 2020 to June 2020), even amid the unpredictable challenges stemming from the pandemic.

In a time when customers were likely experiencing no shortage of uncertainty and stress, the travel leader was able to offer timely and accurate customer service and provide clarity and support when people needed it most. The company’s commitment to safety and communication has set a new standard of travel. It continues to monitor, adjust, and grow with ever-changing situations while putting its customers’ and employees’ well-being at the center of its focus.