Case Study: Booking.com improves in-app customer communication with CLX Communications CPaaS

Booking.com - Customer Case Study

Booking.com, a global travel eCommerce company, faced the challenge of reducing fragmentation in the customer journey and meeting growing customer expectations for always-on, multichannel service. As the company expanded across countries and languages, it needed a way to improve booking and customer service communications without adding heavy infrastructure complexity, so it turned to CLX Communications’ CPaaS solution.

CLX Communications implemented a cloud-based CPaaS platform that let Booking.com integrate voice communication directly into its booking and support processes, while keeping calls and interactions inside the app. This created a more seamless customer experience and helped prevent revenue leakage by discouraging users from arranging bookings outside the booking system, while also improving scalability and reducing time-to-implementation.

Booking.com