How HiJiffy helped USSIM Vacances reduce 100+ weekly calls while improving customer service quality

GUEST EXPERIENCE

This success story highlights the impact HiJiffy’s Guest Communications Hub has had on the entire customer experience of the French hotel group USSIM Vacances. The group’s success is based on its willingness to embrace conversational AI-powered automation and its confidence in the solution, as demonstrated by a remarkable 97% automation rate.

Why it matters: How has USSIM Vacances managed to significantly lighten its teams' workload while improving its service's efficiency and quality?

This will be examined here, initially describing the challenges faced by USSIM and then looking at the results achieved. Finally, testimonials from hotel staff offer an in-depth perspective on their experience.

Top 3 Core Objectives: USSIM was looking for a centralised, reliable, all-in-one solution to automate communications with its guests to meet two main challenges: to reduce the workload of customer relations teams and to improve the guest experience.

Reduced staff workload: The hotel group wanted to automate the handling of questions from travellers before their stay to reduce the workload of reception staff by minimising the number of emails and calls received.
Improved guest experience: USSIM wanted to optimise its communication channels, offering immediate responses to most of the questions received 24 hours a day all week, freeing up its teams to intervene if necessary.

Innovators Mentioned

USSIM Vacances

HiJiffy

Nathan Soetaert

Web-marketing and Communications Manager

USSIM Vacances

"Typically, answers to customer queries are given quickly between tasks, but with HiJiffy, there's a real time to think about how to deal with a query in a clear and organised way."

Nathan Soetaert

Web-marketing and Communications Manager

👍 Web-marketing and Communications Manager Nathan Soetaert said that Automating and reducing calls requesting information means that staff have more time available to deal with specific requests internally and, therefore, to offer a more personalised service for guests.:

"Typically, answers to customer queries are given quickly between tasks, but with HiJiffy, there's a real time to think about how to deal with a query in a clear and organised way."

⚖️ The selection process: During their research process, Nathan Soetaert evaluated HiJiffy's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that HiJiffy was the best fit solution:

Web-marketing and Communications Manager Nathan Soetaert said, about their decision: "HiJiffy was the only solution considered due to its comprehensiveness, ease of use, and state-of-the-art technology."

📈 The results: With a 97% automation rate, the implementation of the HiJiffy solution demonstrated its ability to overcome the two initial challenges, reducing the workload of customer relations teams while improving efficiency and quality of service for an enhanced guest experience.

Considerable reduction in telephone calls: More than 3,900 conversations were handled by the HiJiffy virtual assistant, 3,783 of them fully automated (without human intervention). This means that the virtual assistant has efficiently handled over 100 customer requests each week, preventing these enquiries from turning into calls to reception.
Reduced workload for customer relations teams: Given that, on average, a telephone call in the hotel sector takes 3.11 minutes, the HiJiffy solution has considerably lightened the workload of the USSIM teams by reducing the time spent on telephone calls by more than 5 hours each week - or around 200 hours since its installation. The ability to delegate repetitive tasks to the virtual assistant saves significant time, freeing up teams to focus on higher added-value tasks.
Improved efficiency and quality of service: Classifying and distributing customer requests has considerably improved the efficiency and quality of the service. Automating and reducing calls requesting information means that staff have more time available to deal with specific requests internally and, therefore, to offer a more personalised service for guests.