Case Study: GetYourGuide achieves 42% reduction in after-call work and €130K annual cost savings with Talkdesk

Transforming ordinary trips into incredible experiences

GetYourGuide is a global booking platform for tours, activities and attraction tickets that serves travelers from over 170 countries. Facing a dynamic travel market and rising customer expectations, the company needed a contact center foundation and tightly integrated tools to give agents streamlined workflows and deliver seamless customer experiences, but had no existing system in place.

Talkdesk provided the platform and integrations (Talkdesk Studio™, Guardian™ and Freshdesk) to automate ticketing, improve agent visibility with Live Sessions Log and enable intelligent routing and IVR. The integrations cut after-call work by 42% (a 36‑second reduction in average handle time), saved about €130k annually, helped keep agent attrition near 0–3% monthly, and improved overall service levels.

GetYourGuide

Aparna Rajeevan

Platforms & Applications Senior Specialist