Freshworks transforms the
travel experience for Digitrips customers

Industry: Travel and hospitality

Digitrips by the numbers:

+73%

Improvement in response time

99%

Chat satisfaction rate

69%

Tickets resolved in less

than 24 hours

The company

Digitrips is a Paris-based B2B and B2B2C travel company that manages about 750,000 passenger trips per year with 100 advisors in France, Belgium, and Italy. In addition to operating the B2B MisterFly online travel agency, it also offers a white-label service for a select number of travel partners.

The goal

After the pandemic restrictions were lifted, Digitrips experienced a significant increase in inbound requests, which strained their service advisors. To address this, Digitrips sought a solution to:

Improve operational efficiency
Integrate an omnichannel customer service solution with its existing tech stack
Implement self-service options to handle the growing demand better
Manage time-sensitive issues more effectively

The challenge

Providing a timely, transparent, and user-friendly customer experience is at the core of Digitrips' brand. To deliver on the promise of pioneering Digitrips products like The Flex—which allows switching any non-refundable ticket to refundable—a highly responsive customer service experience is necessary. Manual inputs required of service advisors were undermining Digitrips’ ability to respond to customers and manage time-sensitive matters like airfare refunds and hotel cancellations.

The solution

Recognizing the need to improve both operational efficiency and customer experience, Digitrips turned to Freshdesk for its ability to automate workflows (for tasks like plane ticket refunds), integrate channels, and more effectively respond to inbound queries.

By categorizing inbound requests with multiple criteria, Freshworks prioritized queries and automatically directed them to the right agent. That proved especially useful during periodic spikes in demand, such as during an air strike.

Additionally, Digitrips began leveraging Freddy Copilot, Freshworks’ AI-powered assistant, to automatically produce summaries at the end of each customer interaction, facilitating quick updates for subsequent advisors. Freddy’s Rephrase feature also helps agents communicate the best way about a change in itinerary or a cancellation.

The impact

By adopting Freshworks’ generative-AI-powered omnichannel solution, Digitrips reduced operational costs. The quality and speed of the company's responses to customer inquiries have improved significantly year over year, with first response time shrinking from 13.5 hours to just over 3.5—as ticket volume doubled.

Real-time analytics powered by Freshworks Neo Platform provided Digitrips with better visibility into its operations, enabling more responsive decision-making. And for travelers on the go, quick and accurate responses mean everything.

Every incoming ticket is 100% qualified, and each act is linked to the customer file, which allows us to give agents a complete vision and better serve the customer.

Frédéric Pilloud
Digital Director, Digitrips