Customer service in the travel industry is a constant challenge: multiple channels, scattered data, slow response times, and customers demanding immediacy. Other companies have already transformed and optimized their customer support and communication with the integration of FROGED and Lleego, reducing response times and improving the customer experience.
Imagine that every time a customer contacts your support team, their complete history, preferences, and booking details automatically appear on the screen. There is no need to search through multiple platforms, and no repeating questions. That’s exactly what the FROGED and Lleego integration makes possible.
Rather than wasting time searching for scattered information, everything is now centralized in a single inbox. Agents can handle inquiries from any channel (WhatsApp, email, live chat…) with complete, up-to-date context. This results in faster responses, more efficient resolutions, and happier customers.
Plus, automation plays a key role: from pre-configured responses to intelligent workflows that assign tasks, reduce operational burden, and minimize human error. The result? A team that works more efficiently, without the stress of overload, and with more time to focus on what truly matters: providing exceptional service.
Every team in a travel company has unique needs, but all seek speed, efficiency, and customer satisfaction. The FROGED + Lleego integration streamlines workflows, ensuring seamless interactions.
Travel agencies have to manage multiple daily inquiries, from last-minute booking changes to personalized recommendations. Without the right tools, agents can waste a lot of time looking for information and repeating unnecessary questions.
- If a regular customer wants to book a vacation and their agent is unavailable, any other team member can pick up the conversation with instant access to their history, ensuring uninterrupted service.
- All interactions—whether via WhatsApp, email, or live chat—are handled from a single platform, avoiding duplicate responses and enabling smooth, secure communication.
- If a traveler asks about a flight delay on WhatsApp, the agent can instantly view their booking history, check if they’ve received previous notifications via email or chat, and offer an immediate solution without asking them to repeat information.
- Whether the client portfolio changes or agents are reassigned, the information is always available, ensuring a consistent experience without loss of context.
Consolidators play a key role in booking and selling flights, hotels, and other services. Speed and accuracy in communication can make all the difference in closing a sale.
- If a regular customer wants to book a vacation but their trusted agent is unavailable, no problem. Thanks to the full history, any other agent can pick up the conversation without losing context, ensuring a seamless experience.
- Agents can tag clients based on their profile (corporate, premium, frequent) and quickly access key data such as frequent destinations, negotiated rates, or special conditions, ensuring personalized service without wasting time.
- Smooth collaboration between agents and managers through internal notes visible in each conversation, where they can interact directly without interrupting the workflow.
- All missed calls and unattended conversations are automatically logged, allowing agents to follow up and maximize every opportunity.
Supervising a customer support team in the travel industry involves measuring performance, ensuring quality, and making sure that each request reaches the right agent.
- Access to detailed reports on CSAT, response times and inquiry columen, making data-driven decisions easier.
- If a supervisor notices response times are increasing at certain times, they can analyzed FROGED reports, identify query spikes and adjust agent assignments to balance the workload.
- Ability to review conversations and call recordings to ensure protocols are followed and service standards are met.
- Thanks to intelligent routing, each request is sent directly to the appropriate team based on the type of inquiry, avoiding unnecessary detours.
- If a customer wants to modify a group booking, for example, FROGED sends it directly to the team specializing in group reservations, eliminating intermediaries and reducing waiting times.
- Live monitoring of calls, ideal for training new agents and providing immediate support in sensitive situations.
- Permission settings based on each agent’s access level, ensuring sensitive information is only available to those who need it.
Companies that have integrated FROGED with Lleego have experienced significant improvements in operational efficiency and customer service quality. The combination of both platforms helps streamline communication, optimize processes, and ensure more personalized service, all from a single tool.
The customer service team at Viajes Carrefour was struggling with an unoptimized and therefore inefficient system. They could not access the full conversation history, which caused them to lose the context of the tickets. In addition, the search was only limited to a locator, and there was no way to filter conversations by date or correctly assign cases to the right experts.
- Repetitive tasks: The team spent too much time on administrative tasks with little added value, reducing efficiency.
- Lack of access to history: Not being able to check past interactions complicated problem-solving and increased response times.
- Ineffective assignments: The lack of a system to assign cases to the right experts slowed down the process and caused errors.
- Lack of metrics and reports: The absence of strategic information made it difficult to make key decisions to improve service.
- Limited searches: The inability to search by keywords or filter conversations by date made managing tickets even more difficult.
With the implementation of FROGED on the Lleego platform, everything turned around. The team now has instant access to the complete history of each interaction, making it easier to resolve issues with the right context. Organizing the team into groups and automatically or manually assigning cases became simple, and keyword searches and date filters allowed agents to act much faster. Additionally, quick responses made daily tasks faster to complete.
How was the experience?
The adoption was as quick as it was effective. There was no need for complex technical development—just training and follow-up for the team to get up to speed with the new tool. Thanks to detailed metrics and reports, they’re not just working faster; they have the precise information needed to make more strategic decisions.
Results that make a difference
And the results, as expected, were impressive:
- The team is now much more efficient, which has directly impacted service quality.
- They are already thinking about adding more communication channels to extend optimization to other business areas.
- As one team member puts it: “Now we take 1 minute to do tasks that used to take us 15 minutes.”
With FROGED + Lleego, not only has response time been reduced, but also customer service has become faster and more accurate. As a result, operational complications are a thing of the past. Moreover, the team is now more prepared than ever to tackle future challenges and continuously improve.
The travel industry needs tools that streamline processes without compromising service quality. With the FROGED + Lleego integration, companies can scale without increasing costs, improve team efficiency, and deliver a superior customer experience.
It’s not just about working harder; rather, it’s about working smarter. Request a demo with us and transform your service today.
