Travel Tech Talks podcast host Jess Ogley speaks in episode 8 with Andrew Barnard, Serko’s head of Global Client Services, about how his team keeps customer experiences seamless through advanced support systems.
Here’s how they’re transforming support with proactive service and AI technology.
24/7 proactive monitoring
With teams in the US and New Zealand, Serko’s Global Client Services provides continuous support. They use synthetic testing to simulate user actions, catching potential issues before they impact customers. This proactive approach helps TMC partners stay informed and prepared.
AI-enhanced ticketing
Serko’s partnership with Zendesk brings AI to their ticketing system. Agents use AI-driven tools to summarize and expedite ticket responses, which shortens resolution times. An AI chatbot also assists end users directly within Xeno, reducing the need for agent intervention on routine questions.
Real-time self-service for TMCs
Serko is expanding its AI chatbot to assist TMC partners, giving them quick access to answers in the knowledge base. This feature enables TMCs to resolve simple issues independently, enhancing response speed and freeing the support team to focus on more complex requests.
Data-driven improvements
With detailed tracking of customer interactions, Andrew’s team identifies common issues and refines the platform based on actual user needs. They leverage this data to create a more user-friendly experience and prioritize changes with the greatest impact.
Customer feedback at the core
Serko’s updated CSAT tool invites users to rate their support experience, enabling the team to adapt quickly to user needs. This feedback ensures that every support interaction not only resolves issues but helps Serko improve its service continuously.
With proactive monitoring, AI-driven efficiency, and a commitment to feedback, Serko’s Global Client Services team delivers support that keeps TMCs informed, efficient, and satisfied.
