Wakacje.pl is an extensive network of travel agents scattered in various places in Poland and Central Europe.
Their experience in planning trips throughout the year attracts a large number of customers. To maintain a healthy relationship with internal and external customers, the support and complaint departments handle a multitude of inquiries every day. In the early days of their business, emails and telephones were the primary tools. While it was possible to ensure the personal nature of the customer relationship in this way, there were problems that couldn’t be eliminated easily.
The use of individual emails and multiple inboxes made it difficult to take responsibility for queries. The service was also losing its momentum. The lack of a knowledge base meant constant dealing with emails with repetitive questions that blocked inboxes. This situation was very dangerous. The Wakacje.pl company had to deal with it immediately because it was losing money, resources and customers. Fortunately, the search for a suitable solution didn’t take long.
