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About Bookaway
Bookaway crisis averted with real-time alerts and prioritization
“With so many customers reaching out at once across a wide range of issues, having Notch to tell us exactly which customers urgently need our attention and having already done most of the work is huge for us.”
Company
Bookaway
Industry
Travel
Scale
600,000+ daily users
Stage
Growth
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55% tickets resolution
The majority of urgent tickets are resolved end-to-end without human intervention.
25% Support Opex Reduction
Bookaway calculated a reduction of support operating costs by almost 25% in the first 6 months.
+11% CSAT
Improvements in support speed and reliability have resulted in an 11% increase in customer satisfaction, particularly during urgent situations.
Bookaway (part of Travelier group) is a leading travel booking platform specializing in ground and sea transportation across 90+ countries. From buses and ferries to private transfers, Bookaway connects millions of travelers each year to local transportation providers. Their mission is to make it as seamless to book a bus in Bali or a ferry in Greece as it is to book a flight online.
CHALLENGES
Real-Time Issues That Can’t Wait
When travelers move from point A to point B, things can change in the moment. Schedules shift, someone isn’t where they’re expected to be, or timing just doesn’t align. These situations are tense, time-sensitive, and can strongly influence the traveler’s experience.
Bookaway’s support team faced three consistent challenges:
1. Prioritizing urgency: distinguishing between “I want to change tomorrow’s booking” and “I'm waiting for the driver right now.”
2. Information gathering: resolving an issue can require collecting as many as 11 data points to fully understand the situation.
3. Coordinating with 3rd parties: every provider has different rules, escalation paths, and preferences for whether Bookaway or the provider should handle customer interaction directly.
Scaling this complexity across hundreds of providers and thousands of daily travelers meant Bookaway needed a solution that could keep pace and precision without adding endless headcount
NOTCH SOLUTION
AI That Sees Every Connection
Real-Time Triage
Notch swiftly recognizes urgent live-trip emergencies, elevating them to the highest priority while seamlessly managing routine requests in the background.
Automated Qualification
Notch engages customers with particular questions, gathering critical details depending on the context according to policy, presenting support agents with ready-to-act cases if escalation is needed.
Seamless Collaboration
Notch initiates side conversations with internal Bookaway ops teams and providers, following each partner’s specific policies before returning to the traveler with a resolution.
Contextual Intelligence
Notch interprets shared photos and Google Maps locations to confirm whether a traveler is in the right pickup spot or needs to relocate.
RESULTS
Faster Resolutions, Happier Travelers
+11%
CSAT
As customers experienced faster, more reliable support in urgent moments, satisfaction scores improved by 11%.
3
Weeks
The time it took for Notch to integrate, implement, and start resolving support tickets.
25%
Support Opex Reduction
Bookaway calculated a reduction of support operating costs by almost 25% in the first 6 months.
BUSINESS IMPACT
With Notch in place, Bookaway has elevated an already high-quality traveler experience support operation. Urgent issues are now handled immediately with smart prioritization, and customers feel reassured during stressful moments.
By quickly understanding context and accurately navigating nuanced policies and procedures to seamlessly coordinate with third parties, Notch has helped speed up resolution. Travelers leave interactions not only satisfied with the resolution but more loyal to Bookaway as their go-to platform for seamless journeys.
“Travel disruptions can be incredibly stressful for our customers, but with Notch we’re instantly giving them confidence that help is on the way. Notch never sleeps, always follows the right process, and coordinates with our partners faster.”
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