Case Study: Otel.com achieves 84% customer satisfaction and 24/7 instant support with LiveChat

Otel.com Takes Customer Service to Another Level with LiveChat

Otel.com, part of the MetGlobal group, is an online travel agency founded in 2004 that aims to offer the lowest hotel rates and reliable customer support around the clock. With a global team and 24/7 service, they faced challenges handling high call volumes via toll-free phones during peak times and needed a simple, budget-friendly way to provide instant, real-time help—especially during holidays when customers demand immediate answers.

Otel.com implemented LiveChat across desktop and mobile, training a 13-person support team working in three shifts and using features like chat supervision, canned responses, tagging and satisfaction ratings. The move shifted customers from phones and tickets to chat, resulted in nearly 20,000 chats and an 84% customer satisfaction rate, and made LiveChat an essential channel for their customer service.

Otel.com

Oguz Hasanusta

IT Project Manager