Case Study: Minor Hotels achieves 55% faster resolution with Zendesk

Minor Hotels leverages Zendesk data and automation to deliver bespoke, world-class service

Minor Hotels, a rapidly growing Thailand‑based hospitality group with more than 150 properties across 24 countries, struggled to manage online customer service and internal requests across multiple regions and time zones. Siloed processes, unclear channel ownership, and slow response times (live chat averaging about 70 seconds) made scalability and consistent service difficult.

By consolidating and fully implementing Zendesk Support, Guide, and Chat, Minor Hotels rolled out live chat to six regions, standardized workflows with triggers and macros, and built a shared knowledge base. The result: live chat response time improved to about 50 seconds (≈29% faster), full resolution time improved 55%, first response time decreased 40%, CSAT rose to 97%, each region now handles roughly 800–1,000 chats monthly, and internal request handling became more reliable and trackable.

Minor Hotels

K’lee Challinger

Social Media Optimization and Real-time Customer Service Manager