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REA Group

REA Group + Zendesk: Customer insights drive service and product innovation

In 2018, REA Group set out to align its customer care efforts with its commitment to streamlined property experiences. With a strong focus on developing self-service capabilities, the brand has cut its average ticket resolution time by more than 90% in two years, with just one in eleven inquiries now requiring human support. This has empowered agents to focus on more meaningful customer communications. As a result, REA’s agent engagement and happiness has increased from 76% to 91%.

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