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About Suntransfers
Suntransfers is a leading online provider of private airport transfer services, offering reliable, affordable, and convenient transportation solutions across the globe. Founded in 2008 with the vision to simplify travel logistics, Suntransfers has grown to serve millions of travelers, connecting them to over 750 airports in more than 120 countries.
The company’s extensive network includes a wide range of vehicles, from economy cars to luxury options, ensuring that customers have access to suitable transport regardless of their destination or budget. Suntransfers also act as intermediaries between customers and suppliers, working directly with transport operators from an operational perspective.
Suntransfers earns 5-star reviews from over 77% of customers, achieving an impressive 4.2 TrustScore on Trustpilot—a testament to their impeccable service quality and customer-centric focus.
Jump to see the results.
The need
As Suntransfers continued to grow and expand its global presence, the demands on its customer support operations intensified. The company faced challenges typical of a business in the travel industry:
1. 24/7, multilingual support
Serving a global audience, Suntransfers needed 24/7 coverage with multilingual support via email, live chat, and voice/phone channels.
2. Fast resolutions
Being in a foreign country or a new city can often be disorienting for customers. Eager to arrive at their destination, unexpected frustrations like canceled or delayed flights can make the beginning or end of a trip less than ideal.
Due to the fickle nature of airline transportation, Suntransfers strives to be a constant and reliable comfort for customers looking to get home or start their trip without stressors. An important part of travel assistance is fast problem-solving, which requires an immediate response and quick and efficient decision-making.
3. Reduce internal operational staff management
Suntransfers was looking to reduce and control operational staff management (recruitment, training, and management) and wanted to focus on other things like growth — with a steady 22% growth YOY.
4. Scalability during peak travel season
Suntransfers’ support volume fluctuates quite frequently throughout the year, with high season during June through September. Alongside their internal team and year-round outsourced agents, Suntransfers needed a support solution that scaled with demand.
In March 2022, Suntransfers came to Influx for help.
“Our collaboration with Influx has been transformative for our customer service operations. Initially, transitioning from an office-based model to incorporating remote support was challenging. However, Influx’s team, led by Stephen, exceeds our expectations with their commitment to alignment and proactive approach.
The recruitment and onboarding processes have been streamlined significantly, resulting in a notable improvement in the quality and timeliness of new hires. Influx’s ability to manage daily operations independently has helped us manage our workload better and allows us to focus on strategic initiatives. Their proactive involvement in internal projects that have an impact on both teams, like improving our customer service manual and onboarding processes, has had a significant impact on the team’s efficiency and effectiveness.
Overall, our partnership with Influx is invaluable. Their dedication and shared commitment to success have truly helped us improve our operations. We are proud to offer our testimonial and highly recommend Influx!”
- Anna Perez, Customer Service Manager at Suntransfers
The solution
Influx provided a 24/7 solution of 10 agents and 2 contingency agents with recruitment, training, and management included. The team quickly scaled up to 22 agents during low season, with 4 client team leads (CTLs) working alongside 8 internal agents.
The team handled tier 1 support, including customer queries, complaints post-travel, reservations, and general questions regarding Suntransfers’ procedures and third-party suppliers.
The team also handled pre-sales support related to pricing, availability, and service information, as well as travel assistance for customers in the event of any kind of failure occurring during a transfer service and intermediation between customers and transport operators.
As a flexible solution, the Influx team scales up 3x to meet Suntransfers’ customer demand during high season to 30 voice-capable agents. Influx’s quick and efficient service gives Suntransfers the opportunity to focus on growth by improving customer service operations and knowing their customers are in good hands.
The results
Five-Star Ratings: Suntransfers earns 5-star reviews from over 77% of customers, achieving an impressive 4.2 TrustScore on Trustpilot—a testament to their impeccable service quality and customer-centric focus.
Live Chat First Response Time (FRT): The team responds to live chat inquiries within 1 minute—crucial for live channel interactions where customers expect fast assistance.
Average Monthly Live Chat Volume: The team handles an average of 3,350 live chat inquiries per month with an acceptance rate of 90%.
Escalations and Transfers: Less than 20% of inquiries are escalated or transferred, reflecting the team’s proficiency in handling issues directly and effectively.
Email Average Handle Time (AHT): Achieved AHT of 24 hours or less for email support.
Average Monthly Email Volume: The team handles an average of 13,240 emails per month.
Average Monthly Phone/Voice Volume: The team handles an average of 8,150 calls per month, with no more than 5% missed calls.
Support Coverage: Influx provides Suntransfers with 24/7 support utilizing the ‘follow the sun’ model and no graveyard shifts.
Get started with Influx
Influx builds flexible and scalable customer support teams. Our services range from live chat support, voice support, sales support, and more to give you the customer assistance you need to prioritize other responsibilities and continue scaling your business.
Make your support operations fast, flexible, and ready for anything with experienced, 24/7 support teams working on demand. See how brands work with Influx to deliver exceptional customer support or get a quote now.
