Trivago’s Support Experiences

At trivago, more than 950 employees are focused on driving innovation across both the company’s hotel metasearch and marketing solutions by challenging the industry’s status-quo.

Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels.

To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with hoteliers. For that reason, they set up a dedicated Hotel Relations team. Today, Hotelier Care, a sizeable group of customer service professionals, works at delivering a ‘wow’ customer experience.

When it comes to reporting the top line, Support gives a clear and instant overview. “Support’s analytics really stand out,” Savvidis said. “The visualization of our Hotelier Care team’s progress is an excellent motivational tool.”

For Savvidis, Support, provides an easy to use, yet formal and transparent system. It’s intuitive and “our people now take personal pride in their work. But what we really enjoy is the new multi-branding functionality which helps us to improve the efficiency and the satisfaction of our services.”

After implementing Support, trivago began polling hoteliers to assess overall customer satisfaction. Very quickly they saw that more than 8 out of 10 hoteliers are happy with the Hotelier Care services. Still, the team is working hard to exceed current satisfaction levels by further improving their response techniques.

 

“We’ve also surpassed our goal of responding initially within 24 hours,” Savvidis shared. “The majority of our hoteliers hear back from us in half of that time.”
“Support’s analytics really stand out. The visualization of our Hotelier Care team’s progress is an excellent motivational tool.”

- Ioannis Savvidis

HEAD OF HOTELIER CARE & OPERATIONS AT TRIVAGO

Source: Zendesk

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