Seamless automations increase Customer Service Operations up to 50%

About GetYourGuide

  • Travel & Tourism
  • Berlin, Germany
  • ~800
GetYourGuide is a leading global online marketplace to discover and book experiences worth traveling for. Travelers can use GetYourGuide to find things to do in more than 10,000 cities, including tours from local experts, exclusive access to must-see attractions, as well as immersive bucket-list experiences through its Originals by GetYourGuide offering. Since being founded, the GetYourGuide platform has sold 150 million tickets from 25,000 supply partners who leverage GetYourGuide’s easy-to-use platform to grow their businesses. For more information, follow GetYourGuide on LinkedIn, Instagram and TikTok and visit www.getyourguide.com.

Highlights

  • Up to 50% Reduced Processing Time

Project Scope

Use Cases

System Navigation
Document Management
Data Handling
Ticket Handling
Ticket Creation
Data Extraction
Data Extraction
Logistics
Data Modification
Marketplace
Tourism
Navigation
Data Entry
Utilities
Housing
Invoice Correction

Applications Used

"At GetYourGuide, one of our guiding principles is to be customer-first. With automaited’s technology, our Care agents can work more efficiently and smoothly and can deliver a great experience to our travelers."

Patrick Gorman

Patrick Gorman

Senior Supply Operations Specialist at GetYourGuide

The Challenge

GetYourGuide helps travelers around the world discover and book the best things to do in 10,000 cities from supply partners, including cultural institutions and museums, attractions like major theme parks, and immersive experiences such as unique walking tours.

Core to GetYourGuide’s value for supply partners and travelers is high-quality and fast 24/7 customer support. However, the variety, complexity, and scale of support needed across the globe dictate high touch and individualized needs.

Due to the uniqueness of experience creator and traveler support requests, these support processes amount to high operational costs and time efforts.


Project Scope

Use Cases

Ticket Handling
Data Handling
Document Management
System Navigation

Applications Used


Implementation

GetYourGuide and automaited deployed several automations to execute previously manual support tasks automatically - catering to the uniqueness of each request.

  • Tailored automations for different customer support processes were developed
  • Automations are constantly maintained to ensure the highest service levels
  • All automations are seamlessly deployed into the known applications of the service agents allowing instant adoption

Result

automaited’s automations now boost GetYourGuide’s operations, resulting in a 50% efficiency increase on targeted workstreams.

This case study highlights GetYourGuide’s successful integration of automation to tackle significant scalability and efficiency challenges within a high-volume environment. automaited's innovative solutions are setting new industry standards, enabling companies to remain competitive and deliver superior service.