Case Study: MakeMyTrip achieves 3x agent efficiency with Freshworks (Freshchat)

MakeMyTrip increases agent efficiency by 3x using Freshchat

MakeMyTrip, India’s leading online travel agency, needed to convert high mobile traffic into bookings for complex, high‑value holiday packages by delivering personalised, contextual, real‑time assistance. They required a live‑chat solution that was quick to implement, scalable, and could be embedded natively in their iOS/Android apps—so they chose Freshworks’ Freshchat.

Freshworks’ Freshchat provided a flexible API, contextual agent interface, priority inbox, canned responses and advanced routing, letting MakeMyTrip surface customer timelines and cart data beside conversations and build a custom smart plug for richer context. The result: agents handle 1,000+ conversations in peak periods with zero missed chats and a 3× increase in agent efficiency, driving higher engagement, more sales leads and improved conversion rates.

MakeMyTrip

Aditya Priyadarshi

Online Product Head (Holidays)