Case Study: Miki Travel Online Limited reduces customer service handling time by 67% with Hiver AI

Miki Travel Online Limited cuts handling time by 67% with Hiver

Miki Travel Online Limited, a global hotel wholesaler, faced significant challenges managing between 18,000 and 20,000 weekly customer service interactions. Their team relied on inefficient manual processes across multiple Google Groups inboxes, leading to long handling times, case distribution bottlenecks, and a high risk of duplicate work. They turned to the vendor Hiver for an AI-powered customer service platform to streamline these workflows.

By implementing Hiver, the company automated tagging and routing for high-volume requests using Hiver AI. The solution provided centralized visibility, SLA tracking, and collision alerts. This resulted in a 67% reduction in average ticket resolution time, from 12 to 4 minutes, and saved over 200 hours per month through automation. Hiver enabled the team to consistently achieve a 30-minute first response SLA and handle peak volumes seamlessly.

Miki Travel Online Limited