Customer Spotlight: Cleartrip Makes Travel Simple
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 their 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.
With Genesys, Cleartrip achieved:
- 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
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