Wanderon faced significant hurdles in managing high volumes of customer inquiries on their WhatsApp. A single WhatsApp inbox immediately brought down engagement and connectivity rates, as aspiring travellers wanted a personalised concierge experience.
Wanderon implemented DoubleTick primarily for Chat Governance, QA, and Audit. This allowed the management team to streamline operations, safeguard customer experience, and boost conversions with quality and timely responses.
Management couldn’t easily track whether customers were being responded to within SLAs. There was no way for Sales leaders to analyse and provide feedback on low-performing sales members.
Individual agents often had ~60 “overdue” or unresponded tickets, leading to potential business loss. Frequent escalations occurred where customers felt ignored.
“Earlier, one individual could have 60 tickets lying open. Now, for the whole team, the overdue count has reduced to 13. Most people are maintaining their systems so well that they are at zero overdues.”
Rushali
QA Lead, Wanderon
“There is a huge improvement... everyone is cautious because they know daily analysis is happening. Our system improvisation is very good now; it’s not like leads are just lying there for 10-12 days without follow-up.”
Rushali
QA Lead, Wanderon
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