How The Social Hub increased CSAT with +15% by hiring a Neople

The Social Hub’s need for scalable solutions

The Social Hub (also known as TSH) is a hospitality brand with multiple hubs across Europe. As the brand expands, the support team faces increasing challenges in handling customer inquiries. To address these issues they’ve now hired a Neople. We visited TSH in Amsterdam and spoke with Aimée Bouvrie, Head of Reservations and Conversion.

Aimée shares how it all began: “As we continue to grow and extend our locations across Europe, the number of customer inquiries naturally increases. At a certain point, we realized we needed a solution that could support both our growth and the daily work of servicing customers from all over the world.”

Supporting growth and servicing customers is one challenge. But entering new markets comes with regional and seasonal demands. Which is one of the biggest pain points for many customer service and support teams.

Complex seasonal support needs in different regions

Operating across various countries, The Social Hub has to manage different languages and customer needs. 

Aimée explains: “As you can imagine, the summer season is a very busy travel period, leading to a lot of repetitive questions in different languages. These customers also have different needs. On top of that, we have commercial optimizations to make, so freeing up time for our team is important, allowing them to focus on where they can add the most value for our guests.”

Innovation is at the heart of The Social Hub. But in their search for a new solution, the team was determined not to sacrifice close contact with customers for efficiency. This is when they turned to Neople.

Onboarding, implementation and first results

During the onboarding it’s important to focus on enabling teams to work together with their Neople. During the TSH onboarding process, our customer success team joined Aimée for a meeting to introduce Taylor to the team. Along with the introduction, Taylor was integrated into existing systems like Zendesk and the hotel’s Property Management System.

Aimée looks back and shares her experiences. “The onboarding was smooth and interesting. We were new to working with a solution like Neople and introducing a digital co-worker to the team. It quickly became a great success, which I’m very proud of.”

Aimée also gives a concrete example of tasks Neople Taylor takes care of: “A classic example of work for our Neople is providing parking information. A guest doesn’t want to wait 24-48 hours to find out where to park or get directions. During the pilot, we immediately saw the value of Neople, not just with parking information, but also with check-in details, times, and hotel services.”

A growing CSAT thanks to Taylor’s answer suggestions

The first results don’t lie. Over a period of seven months the CSAT has increased significantly. In May the average CSAT was 76,1%. In the following months the CSAT kept increasing and at the end of summer it reached a level of 86.8%. Which is an increase of about 15%. 

On average between 50-60% of all Taylor’s suggestions are directly sent to the customer. Which means the TSH team not only saves a lot of time, they also provide better and faster answers while increasing overall satisfaction at the same time. A result to be proud of. 

But, a successful collaboration goes beyond numbers. The Social Hub is now also working with Taylor to personalize and improve support. Which is different from working with a chatbot to give answers to customers.

Empowering teams with Neople Taylor’s personalized support

Before working with Neople, the TSH team handled a lot of information manually. It quickly became clear that Neople Taylor could ease this burden.

Aimée shares a concrete example: “When an email from a customer comes in, we used to search for the right information across multiple systems and sources. Now, with Taylor on board, Neople takes over that task, allowing the team to focus on personalizing emails and training our Neople simultaneously.”

By now, Taylor has received full training on TSH’s brand glossary and tone of voice guidelines. This makes the AI co-worker a full-grown part of the TSH brand. The training also enables Taylor to personalize interactions and answer questions to customers in multiple languages.

The future is bright with more responsibilities for Taylor

Soon, the group booking team will also begin working with Taylor. It seems Taylor has earned a glowing performance review and is ready for a “promotion.

”We’re thrilled to see the early positive results, with more tickets being resolved and customer satisfaction on the rise at The Social Hub.

Do you also want to scale support or need help for your support team without hiring more people? Try working with a Neople instead. With our managed services we help you collaborate with a unique AI co-worker for more customer and employee satisfaction. Book a free demo and we’ll show you how it works.