Case Study: Minor Hotels improves resolution time with Zendesk Guide

Minor Hotels improved its resolution time by 55% with Zendesk

Minor Hotels, a Thailand-based hospitality group with five brands, 154 hotels, and nearly 20,000 rooms across 24 countries, needed a better way to manage customer service inquiries across regions and time zones. The company was using two instances of Zendesk for customer and internal requests, but response ownership was unclear and the platform’s capabilities had not been fully implemented.

With Zendesk Support, Guide, and Chat, Minor Hotels rolled out live chat across six regions and used triggers, macros, and the Pathfinder app to improve routing and internal knowledge sharing. Since January 2017, the company reported a 55% improvement in full resolution time and a 40% decrease in first response time, while live chat response time improved from 70 seconds to an average of 50 seconds.

Minor Hotels

K’lee Challinger

Social Media Optimization and Real-time Customer Service Manager