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Since 2005, trivago has been one of the fastest growing internet companies within the travel technology sector. Today, it’s the world’s largest hotel metasearch company. Every month, over 120 million travelers use trivago to find their ideal hotel for the lowest possible rate by comparing prices from more than a million hotels.
To provide travelers with the level of detail they need when searching for hotels online, trivago realized they needed to build close relationships with hoteliers. For that reason, they set up a dedicated Hotel Relations team. Today, Hotelier Care, a sizeable group of customer service professionals, works at delivering a ‘wow’ customer experience.
One of the ways that trivago empowers customers is by allowing hoteliers to retain control over their hotel’s profile on the site. Another way is by taking customer service to the next level, ensuring that the quality of customer service offered to hoteliers matches or exceeds the service visitors might expect at a hotel. The Hotelier Care team’s mission is to deliver fast, qualitative, and innovative solutions—and, in turn, they needed an innovative solution that would help them do this.
With dynamic content, communications in any language go straight to the right person and localized replies immediately reassure customers.
As Ioannis Savvidis, Head of Hotelier Care & Operations, shared, “Our hoteliers have many demands on their time and require assistance when adding their hotels to trivago, registering in our free Hotel Manager tool, and in upgrading to our trivago PRO solution. On a more frequent basis, they may need support when uploading content and improving their hotel profiles with metasearch. To manage their needs, we needed to implement a tool that was efficient and effective, and could streamline our response and resolution process and aide us in responding within 24 hours or less.”
They chose Zendesk Support for this. The trivago business model means that each country has a different platform. Support processes and organizes emails coming in from dozens of countries by creating different views, split by country and customer type. Then, purposefully, emails are automatically directed to the right places.
When it comes to reporting the top line, Support gives a clear and instant overview. “Support’s analytics really stand out,” Savvidis said. “The visualization of our Hotelier Care team’s progress is an excellent motivational tool.”
For Savvidis, Support, provides an easy to use, yet formal and transparent system. It’s intuitive and “our people now take personal pride in their work. But what we really enjoy is the new multi-branding functionality which helps us to improve the efficiency and the satisfaction of our services.”
After implementing Support, trivago began polling hoteliers to assess overall customer satisfaction. Very quickly they saw that more than 8 out of 10 hoteliers are happy with the Hotelier Care services. Still, the team is working hard to exceed current satisfaction levels by further improving their response techniques.
“We’ve also surpassed our goal of responding initially within 24 hours,” Savvidis shared. “The majority of our hoteliers hear back from us in half of that time.”
“Support’s analytics really stand out. The visualization of our Hotelier Care team’s progress is an excellent motivational tool.”