Freshworks, a provider of cloud-based customer engagement software, recently partnered with Saudi Arabia-based Al Tayyar Travel Group, one of the largest travel and tourism companies in the Kingdom.
Under the accord, Al Tayyar Travel Group has implemented the vendor's Freshdesk, a helpdesk software offering that empowers travel agents to deliver exceptional customer support across multiple channels.
Arihant Jain, business head - Middle East & Africa, Freshworks, said: "Today's travellers don't just want faster access to information, they want better, high-touch, personalised experiences. They live in an age of powerful, cost-effective and accessible technology, meaning they demand seamless, multichannel booking experiences."
Jain said the industry has always been about assisting and
anticipating needs of its end-users, and Freshworks advocates how technology
can be used to simplify and streamline the entire consumer journey.
Jain added that: "Our market-leading helpdesk software, Freshdesk, empowers agents to deliver exceptional customer support across every channel, time-zone and language. It is intelligently designed to work with multiple elements of a highly volatile industry like travel to ensure positive service delivery at various touch points."
He said with customisable tools to build the service portal, knowledge base and online communities, the product is packed with live chat features and integration capabilities to smoothen support operations and enhance efficiency.
Abdul Rahman Mutrib, chief technology officer, Al Tayyar Travel Group, said that: "Our role in the travel ecosystem is foremost to ensure we provide great experiences to our customers. Freshdesk has helped realise this goal by improving visibility on customer requests and fostering better engagement on all social channels. It has heightened our overall team efficiency and hence business productivity. With the Freshdesk platform, we can really put each and every customer at the heart of our operations."