Cleartrip

Cleartrip streamlines customer experience with self-service options

Cleartrip, an online travel company that provides comprehensive travel experiences throughout India and the Persian Gulf region, uses the tagline “Making Travel Simple.” As a one-stop-shop for their customers’ travel needs, Cleartrip sought a similar DNA for their telecom requirements—an all-in-one platform that simplifies the customer experience.

Cleartrip replaced its legacy, multi-system approach in favor of a unified voice infrastructure from Genesys, establishing the company as the preferred customer service center for the online travel space in India.

Benefits

80% handling of eligible cancellations through self-service
70% customer recognition rate with self-service
21% increase in Service CSAT within eight months of implementing Genesys
More than 98% of callers are transferred to the right agent the first time
<1% abandoned call rate
Sales CSAT increased from 81% to 89% within two months

Challenges

Create unified platform across all call centers
Use self-service options to deliver seamless customer experience
Proactively identify and know customers
Gain real-time visibility into reporting
Monitor call volumes and service levels in real time
Improve call recording and quality management

Product

Genesys^TM

Solutions

Read the customer story

“The best thing about Genesys is that we’re not dealing with proprietary technology, so there are no limits to what we can do. Whatever we can dream up, we’re confident that Genesys will support it.”

Nikhil Godbole, Head of Customer Service, Cleartrip

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.