Customer Services & Digital Engagement
Extend your customer service team with people who understand travel.
When customers need help, the quality and speed of the response can shape their entire experience of your brand.
But customer demand isn’t always predictable. Peaks in enquiries, changing travel arrangements and growing digital channels can quickly put pressure on internal teams.
Open Destinations’ Customer Services & Digital Engagement teams provide experienced travel professionals who can support your customers across digital channels while working as an extension of your brand.
Customer expectations don't change when volumes rise
Travellers expect fast, useful answers whether they’re researching a trip, managing an existing booking or looking for support.
For travel businesses, maintaining that service becomes harder when enquiry volumes fluctuate.
Recruiting and training permanent teams around peak demand can be expensive and inflexible. Leaving internal teams to absorb additional volumes can lead to longer response times and pressure on service quality.
The challenge is finding additional capacity without making the customer experience feel outsourced.
Digital customer support that feels like part of your business
Our Customer Services teams work within your agreed processes, systems, tone of voice and service standards to support customers across digital channels.
Support can include channels such as live chat, email, messaging and social media, giving travel businesses additional capacity where customers increasingly expect to communicate.
Because the service is delivered by travel professionals, teams understand the context behind customer enquiries as well as the importance of representing your brand effectively.
Support across the digital channels your customers use.
Live Chat
Provide responsive digital support for customers who need help while researching, booking or managing their travel.
Help manage customer enquiries efficiently while maintaining agreed service and communication standards.
Messaging
Support conversations through digital messaging channels used by your customers.
Social Media
Provide additional resource for customer service interactions taking place through social channels.
Social Media
Provide additional resource for customer service interactions taking place through social channels.
Scalable Support
Increase capacity as customer demand changes without permanently increasing your internal team.
Customer partnership at scale
“Great relationship! The team do a tremendous job scaling and really help us achieve our business and customer goals.”
– Holiday Extras
An extension of your customer service team
Outsourced customer service shouldn’t feel outsourced to the customer.
Our teams work around your processes and brand requirements, helping create a consistent experience regardless of whether an enquiry is handled internally or by Open Destinations.
That approach allows customers to add capacity while retaining control over the standards and experience associated with their brand.
From 5 to 36 people
in six months
For one customer, Open Destinations scaled a live-chat operation from 5 to 36 full-time equivalent team members within six months, supporting 20,000–30,000 chats per month.
It demonstrates what the model is designed to provide: the ability to add meaningful customer service capacity quickly while integrating the team into an existing operation.
Across Business Support Services, Open Destinations has more than 600 travel specialists and an 84 Net Promoter Score.
Frequently asked questions
Which customer service channels can you support?
The service focuses on digital customer support, including live chat, email, messaging and social media.
Can the team represent our brand?
Yes. Teams work around agreed processes, communication requirements and service standards so they operate as an extension of your customer service function.
Can you scale the team when demand increases?
Yes. Flexible capacity is a core part of the Business Support Services model and can support changing customer demand.
Do we need to use Open Destinations technology?
No. Business Support Services are technology agnostic and can operate within customers’ existing systems and processes.
Give every customer the support your brand promises
Add experienced travel professionals to your customer service operation and create the capacity to respond when demand changes.