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A Comprehensive Digital Journey
for Online Travel Agencies

Online Agency Digital Transformation

Elevate Efficiency and Customer Experience with WNS TRAVOGUE

An Integrated Portfolio of Digital Solutions and Services

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Helping Travelers Experience the ‘Total’ Journey

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Pre-travel Experience
  • Booking Queries
  • General Queries
  • Change and Cancellations
  • Website Assistance
  • Special Service Requests
  • OTA Helpdesk
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On-travel Experience
  • Relocations
  • Duty of Care
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Post-travel Experience
  • Refund Requests
  • Complaint Management
  • Expense Management
  • Claims Management
  • Chargebacks
  • VOC Survey Support
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Customer Insights and Analytics
  • Hyper-personalized Customer Segmentation
  • Campaign Management
  • Loyalty Management
  • Social Media, Speech and Chat Analytics
  • SEO / SEM

High-impact Outcomes Delivered

87%

improvement in turnaround timefor the social media service desk of a large OTA

48%

improvement in Net Promoter Score (NPS) for a leading European OTA

48%

reduction in fulfillment transactions for a North American airline

20%

reduction in abandoned calls and 23% of client requests deflected to e-mail channel for a leading US-based OTA

Tools and Frameworks

 

 

 

 

WNS EXPIRIUS

SOCIOSEER

InTouch

SPIQ

  • SOCIOSEER

    Social media analytics platform leveraging AI / ML to create a true 'brand equity’ index

    Improved Brand Equity

    2x Customer-centricity

    50% Reduction in Cost of Social Media Analytics Ownership

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  • InTouch

    A social media engagement platform

    25% Reduction in Social Media Servicing Cost

    Improved CX through Real-time Customer Support

    Multi-lingual Support

  • SPIQ

    Speech analytics platform based on speech recognition and natural language processing

    10% Saving in Quality Assurance Cost

    10% Reduction in Average Handling Time

    12% Reduction in Repeat Calls

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    Digital CX solution powered by industry knowledge, human assistance, AI and analytics

    40-50% Reduced TCO

    20-25% Improvement in Customer Advocacy

    20-25% Increase in Customer Yield 3-5x Payback on Digital Solutions

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case studie

Case Studies

Driving Digital Customer Experience, Operational Efficiencies and Revenue Growth for a Large OTA

case studie

Case Studies

Consolidation through GBS Enables Digital Excellence for a Leading OTA

case studie

Case Studies

Redefining Customer Experience to Boost Revenues for a North American OTA

Testimonials

 

“WNS’ capacity to ramp speedily and provide the necessary support to ensure we can get back to a level of service our customers are happy with, are outstanding. We are really grateful that WNS has been our partner during and after COVID.”

Petra Reiter, Vice President, Customer Services, Kiwi.com
 

“From all of our partners, WNS stands out. They anticipated how the market was going to respond post COVID, built extra protection, hired people before we had asked for them, at their cost, so that when we needed the resources they were able to turn on very quickly.”

Leonard McCullie, Director, Vendor Management, Kiwi.com

“Qbay provides us with the capability and, importantly, the flexibility we need, and this really sets the tool apart. From day one we are seeing an improvement in customer experience, an improvement in agent productivity, and we have enhanced reporting. We are excited to continue to grow and build on our current partnership with WNS through initiatives like Qbay.”

Aaron Fadelli, Business Leader, Flight Centre
 

“WNS made sure that we stay on top of the daily activity as well as the month-end close during challenging times. I want to thank WNS for all their hard work that has helped us pull through the pandemic.”

Chris Kenny, VP and Controller, United Airlines
 

“WNS has been a great partner for Delaware North. Their ability to respond and quickly pivot provided us with uninterrupted service during COVID-19.”

Christopher Lozipone, Senior Vice President and Global Business Services Head, Delaware North
Motivating words by our partners at Expedia Partner Solutions Team