Multilingual Customer Support Team

  • Client Profile

    Industry: Hospitality
    Location: Zug, Switzerland
    Size: 51–200 employees

  • Company Bio

    Our client provides luxury apartments, cars, and hotel rooms and organizes vacation activities in Switzerland. The company is totally digital and has no physical reception office. They offer self-booking, self-check-in, and 24/7 customer support

  • Languages

    5

  • Employees

    4

  • Yearly Growth

    80%

Challenge

Our client requested a team of customer care agents who could handle customers’ questions and complaints. These agents would help customers book apartments and hotel rooms, find their way to their accommodation, and check in by themselves. Agents would also be available 24/7 to meet any needs during a customer’s stay. This might include handling hotel room service requests, providing information about activities in the area, and answering any questions about the accommodation.

Solution

  • We started by setting up our client with one agent. His responsibilities included traveling across Switzerland using Google Maps to learn the easiest ways to get to different apartments and hotels, contacting apartment managers, working in the client’s automated systems, and chatting with the Swiss team.

  • Within two months, the customer care team grew to four agents. Each knew a different foreign language (French, German, Spanish, and Russian), and together they were responsible for managing apartments and bookings all over the world.

Mindy Support is ISO 9001 and ISO 27001 certified. Our information security management system (ISMS) is built on the basis of international standards that helps organizations keep information assets secure.

We are committed to respecting all rights of the data subjects under the General Data Protection Regulation (GDPR) (EU) 2016/679. According to the Article 28 of the GDPR, the relationship between the controller and the processor are regulated by Data Processing Agreement, which we put in place with every Client.

Results

  • The number of solved customer issues increased by 80%

  • We set up a well organized structure that required minimal supervision from the client

  • We provided customer support in 5 languages

  • Languages

    5

  • Employees

    4

  • Yearly Growth

    80%

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