Tablet and MICHELIN Guide Hotels
CASE STUDY

Tablet Hotels is a hotel curation and booking service that was acquired by MICHELIN Guide. The booking experience they offer along with their hotel curation and industry-best customer service sets them apart. Tablet Hotels has a worldwide audience and reaches customers in 8 languages. They are currently working on incorporating the MICHELIN restaurant information into their experience and using the MICHELIN brand to reach more users.

Tablet Hotels was looking to upgrade their internal systems to better track customer communications.

Now that the Tablet team supports hotel bookings across 2 brands and 5 platforms they wanted to offer a more personalised experience by adding local phone numbers in 8 different countries so they could properly answer customer calls with the appropriate language. The MICHELIN Guide acquisition added more complexity as they needed to have a separate brand in each country too and route the calls to the right team.

On top of that Tablet Hotels needed to make a lot of outbound international calls to talk to partner hotels and to support their customers. So having an easy way to initiate outbound calls was paramount. And finally, having to occasionally take payments over the phone, the new solution had to enable them to be PCI compliant.

International numbers and routing

Tablet Hotels and Cordless have set up 40 different numbers to cater for various departments, brands and are also in the process of setting up more local numbers. With Cordless Tablet Hotels was able to duplicate customer journeys across multiple numbers and saved time on set up.

Supporting different languages requires sophisticated routing, which Cordless was able to offer. It also gives visibility to the customer service team, which number the customer was calling, so they can greet them with the appropriate language and brand.

Intercom integration and outbound calling

Cordless offered a flexible Intercom integration that helped Tablet Hotels centralise all customer communication in one place.

Cordless allows teams to customise what information to receive in their CRM: type of calls, call summaries, phone number called, team members, voicemail transcripts or even full call transcripts.

Tablet Hotels needed to easily initiate outbound calls from Intercom and Cordless could do just that with its Chrome extension.

When making a lot of international calls, teams need to switch between the phone numbers to match the locality of the call. Cordless takes this complexity away entirely by switching to the most appropriate international number available.

Automatic erasure credit card data

Tablet Hotels occasionally have to take credit card information over the phone. Safekeeping of this information is regulated. So as a normal procedure Tablet Hotels team would pause the recording to avoid storing it.

Cordless PII feature massively simplified this process as it allowed Tablet Hotels to automatically detect sensitive information and redact it from the transcript and the recording.

Real time team dashboard for effective handovers

Tablet Hotels prides itself on its amazing customer service and offers 24/7 support as they serve a very international customer base. This requires a great deal of coordination between teams.

Cordless real time dashboard helped Tablet team to always make sure there is someone on to support customers. This allowed the team to maintain its incredibly fast responses with an average waiting time of 12 seconds over the last 3 months.