Support and Sales
30% ↑ Acceptance Rates, ↑ NPS by 20 Points
Born in 2013, Omio, formerly GoEuro, is Europe’s leading platform for travel by train, bus or flight. Today Omio operates in 15 countries (and counting!) has 27 million monthly users from more than 120 countries – connecting them with more than 800 travel partners, to get to 100,000+ destinations across Europe.
Brendan James, Director of Customer Service
Serving the European market comes with its challenges for travel. Having English speakers travelling in the Spanish market, Italian speakers in the German market, etc. Omio needed to set up their call center with a multilingual approach to allow them to pinpoint exactly what their customers need and route directly to the agent with the right skill set. Omio selected Talkdesk for its scalability and flexibility to support a growing customer service team and a summer peak period where the size of the team triples.
Talkdesk has enabled an overflow setup, where our bilingual agents and trilingual agents are able to take the additional calls that might come in, in English, to increase effectiveness and get to customers faster. Talkdesk has also been utilised to target power users, by setting up a VIP number. This gets repeat customers to the top of the queue to get their resolution faster, while they’re on the go.
With Talkdesk, Omio increased acceptance rates by 30% and boosted their NPS by 20 points.