GoZayaan Reduced Customer Waiting Time with CallHippo

About GoZayaan

GoZayaan is a travel company that provides remittance and flight booking services to migrant workers in Singapore, with a focus on tech-enabled solutions. With the mission to simplify travel and enhance the overall experience, GoZayaan has experienced remarkable growth.

Over the past 2.5 years, the company has relied on CallHippo’s features, including call recording and IVR, driving significant improvements in response times, customer trust, and overall business KPIs.

Goals

GoZayaan aims to boost customer experience by improving response times, increasing booking conversion rates, and building trust through authentic communication.

The company also seeks to streamline operations with a scalable telephony solution, enabling efficient customer interactions while supporting its expansion into Malaysia and other markets.

Challenges Faced by GoZayaan

GoZayaan encountered several challenges as it scaled its operations. Initially using WhatsApp Business to connect with the Bangladeshi diaspora, they faced limitations as their user base expanded.

The company needed a more scalable solution that could support local numbers, IVR, and call recording to meet growing demands. The lack of these features on their previous platform made it difficult to efficiently manage customer interactions.

Additionally, GoZayaan was concerned about VoIP restrictions in Bangladesh, requiring a solution to navigate these legal complexities. As the company aimed to enhance customer service and operational efficiency, it became clear they needed a more robust telephony solution to match their growth.

How Did CallHippo Help GoZayaan?

CallHippo provided GoZayaan with a scalable telephony solution that addressed key challenges like local number availability, IVR, and call recording.

By streamlining communication, CallHippo improved response times, reduced customer wait times, and increased the book-to-ticket ratio. The call recording feature also enabled GoZayaan to develop new products based on customer feedback, supporting their growth and expansion.

Results So Far

Since adopting CallHippo, GoZayaan has seen remarkable improvements, including faster response times and reduced customer wait times.

The company’s book-to-ticket ratio has increased, while customer trust has grown through more authentic communication. CallHippo’s call recording feature also led to the development of two new products, further enhancing their service offerings and growth trajectory.