Travix is a global online travel company operating in 39 countries from offices in the Netherlands, Dubai, India, Singapore, the UK, and the USA. With our 5 brands and an extensive portfolio of 43 websites, we are the market leader in several countries and growing rapidly on all continents.
Prior to our solutions and strategies, they have to constantly switch between Trustpilot accounts to manually check the customer reviews, queries, and contact information for their multiple business accounts. That had been a tedious process when their domain and traffic rate increase for their brand, which of course, consumes a lot of time and effort for their stakeholders, also sometimes leads to missing few reviews and leaving their customers unaddressed. And then, they have handled other conversation channels to communicate and collect feedback from the customers. Most of the time, the customer may not experience an active connection and engagement with the company. This was also a serious pain point for the client to resolve tickets and deliver the right value & trust to the customers
Besides facing the risk of customer dissatisfaction, the lack of an integration posed the following key challenges for the company:
With the number of customers expanding and increasing day by day, it was crucial for them to focus on customer satisfaction. When they came to Spritle, we envisioned the solution of standing in the customer's shoes. Developed a dynamic custom-made scheduler application to untangle their complex issues in the process.
They chose the scheduler app for:
"Spritle made it possible to create a connection between Trustpilot and Freshdesk and made it possible to use Freshdesk to communicate with our customers leaving reviews on Trustpilot."Andrea van de Water Travix Omni Channel manager customer support
In a very interesting use case, the scheduler app has helped the customer to improve the relationship with their customer and to resolve their queries from Freshdesk with no time.