Al Tayyar Travel Group has chosen Freshdesk to run its helpdesk support.
Al Tayyar, one of the largest travel and tourism companies in Saudi Arabia, will use the Freshdesk software from Freshworks to streamline support operations and enhance efficiency
Evolving consumer expectations and increasing use of technology are radically changing the dynamics of most service industries in the Arab world. In a hyper competitive sector such as travel and tourism, these changes stand out in particular. With GCC’s Vision 2030 slowly taking prominence and its plans to develop a tourism market to rival any other, the shape of the region’s travel and tourism industry takes on a fresh design, adding an intriguing element to an already ambitious blueprint.
According to Arihant Jain, business head, Middle East & Africa, Freshworks, today’s travellers seek not just 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. This industry has always been about assisting and anticipating needs of its end-users, and we are advocates of how technology can be used to simplify and streamline the entire consumer journey”, Jain said.
Jain said Freshdesk is built to empower agents to deliver enhanced customer support across every channel, time-zone and language. “It is designed to work with multiple elements of a highly volatile industry like travel to ensure positive service delivery at various touch points. 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,” he added.
Abdul Rahman Mutrib, chief technology officer, Al Tayyar Travel Group, commented, “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.”