Case Study: The Social Hub boosts CSAT by 15% with Neople

How The Social Hub increased CSAT with +15% by hiring a Neople

The Social Hub, a growing European hospitality brand, faced challenges in scaling its customer support to handle increasing inquiries across multiple languages and regions. They needed a solution that would improve efficiency without sacrificing the quality of their customer interactions, especially during peak seasonal periods. To address this, they turned to the vendor Neople and implemented their AI co-worker, Taylor.

Neople implemented its AI solution, Taylor, which was integrated into systems like Zendesk to provide agents with answer suggestions. This allowed the support team to provide faster, more accurate responses in multiple languages. The results were significant: Customer Satisfaction (CSAT) scores increased by 15%, reaching 88%, and between 50-60% of Taylor's suggested answers were used verbatim, saving the team considerable time.

The Social Hub

Aimée Bouvrie

Head of Reservations and Conversion