INDUSTRY

Travel & Hospitality

LOCATION

APAC

PRODUCTS USED
  • Freshchat
  • Freshdesk

Avg. First Response time

3 min

CSAT

90%

Agents

80

About KKday

Great experiences make memorable holidays. KKday, Asia’s leading travel e-commerce platform, is where global travelers turn to find unique and authentic off-grid activities that make these unforgettable experiences. With a choice of over 20,000 activities in over 80 countries and 500 cities, KKday has something for every kind of traveler. Since 2014, they have helped create authentic local experiences for over 1 million travelers!

The challenge

When we spoke to Jim Chang, Regional director, KK Day. he pointed out with a laugh that the travelers who reached out to KKday were not known for their patience. He said, “Travelers come to us with about a 17-18 day lead time before the day their holiday begins. This means that the quicker we respond to them with the information they need, the more likely they are to find exactly what they are looking for and make a booking.”  Instant gratification is always a win for the new age consumer. But as Jim said, for KKday it is also what converts inquiries into bookings. 

“Travelers come to us with about a 17-18 day lead time before the day their holiday begins. This means that the quicker we respond to them with the information they need, the more likely they are to find exactly what they are looking for and make a booking.”
Jim Chang, Regional director, KK Day

And while responding rapidly is essential, Jim told us that it was equally vital to respond with the right kind of information, down to the last detail. This especially matters to KKday because of the niche and specialized activities they offer - ones that set them apart from other online travel agencies (OTAs). 

Winning with Freshworks

Over 80 agents from 9 offices across South East Asia are dedicated to wowing current and potential customers with flawless service experiences that precede their holidays. Since they began working with Freshworks 4 years ago, these globally dispersed agents come together as one to deliver just that. 

KKday began their journey with Freshdesk, the flagship cloud-hosted customer service platform from Freshworks, to ensure that teams were on the same page and had access to a 360-degree view of the customer from a single screen. The association with Freshworks grew as KKday implemented Freshchat, the modern customer messaging software, to fulfill the mandate Jim spoke passionately about when they found their legacy in-house tool to be too basic and limited to support the increasing traffic and inquiries on their site.  

With Freshchat, agents respond to inquiries within minutes which have led to markedly better conversion rates for KKday. Armed with context and customer background within the same tool, agents don’t just respond faster, they are also able to personalize their responses to the inquirer’s particular tastes uniquely. As Jim says, “the more data we have on the customer’s preferences, the closer we can get to offer them exactly what they want. Freshworks has certainly made us more data-driven, which has improved the quality of our service.”

Jim also called out the ability to use intelligent assignment rules to automatically route queries to the right team based on their geography of interest. Instead of being burdened with these routine tasks, agents are now free to concentrate on their conversations. 

A snapshot of KKday using Freshchat’s team inbox to provide personalised support

A snapshot of KKday using Freshchat’s team inbox to provide personalised support

Looking ahead

While the Covid-19 pandemic has certainly impacted business, Jim remains hopeful for the future. He foresees a change in travel patterns and behavior, with travelers leaning more towards domestic destinations. This explosion in domestic travel will work great for KKday’s extensive regional expertise and connections, which means that they look forward to doubling down on serving customers with greater empathy, with Freshworks right by their side.