Case Study: Global Travel improves support routing and response times with Tidio

Global Travel Enhances Team Workflow and Support Experience with Tidio

Global Travel, a UK-based travel services company, needed a better way to manage high support volume across sales and service teams. With more than 2,500 conversations per month and inquiries coming from website chat, email, and social media, the company struggled with manual routing, delayed responses, and missed opportunities. Global Travel used Tidio’s support automation tools, including Flows, to streamline this process.

Tidio implemented department-based routing, a pre-chat survey, intelligent chatbot workflows, email inbox integration, and centralized ticketing to direct inquiries to the right team faster. The result was a more efficient workflow and improved customer experience, with an 8.39% bot engagement rate, a 2.54% contact-to-visits ratio, and 2,560 successfully managed conversations. Tidio helped Global Travel reduce manual transfers, improve first-contact resolution, and speed up response times.

Global Travel