Case Study: Splitty Travel achieves 3x customer support scale and improved first-call resolution with CloudTalk

Increasing productivity for Splitty customer support agents

Splitty Travel, the world’s first platform that creates unique hotel room packages by combining offers, needed a reliable, user-friendly business phone system to support its distributed global team and high-touch customer service. The company sought easy onboarding of agents, multiple international numbers, real-time supervisor controls (listen/whisper/join), IVR routing, detailed reporting, and mobile access — and chose CloudTalk’s phone software to meet those requirements.

CloudTalk implemented its cloud phone solution (IVR, call monitoring, warm transfer, call recordings, stats, and mobile/desktop apps), enabling Splitty to run a fully remote call center, scale the team 3x, and handle 8,500+ inbound/outbound calls and 40,000+ minutes across six international numbers in three months. CloudTalk’s features improved first-call resolution and average call duration while giving supervisors clear visibility and control over agent performance.

Splitty Travel

Eran Shust

Chief Executive Officer & Co-founder