Scaling customer service with a full-page bot connected to Zendesk
TGV Lyria is a French-Swiss rail company that offers a range of rail services between the two countries. Operating under the Lyria brand since 2002, TGV Lyria connects travelers from around Europe with destinations within France and Switzerland. TGV Lyria operates routes from Paris to the Swiss cities of Geneva, Lausanne, Basel, and Zurich. Transporting nearly 5 million travelers each year, TGV Lyria prides itself on providing each customer with an unparalleled travel experience.
Operating well over a dozen international round trips every day, TGV Lyria faces a range of customer service challenges. The diversity of their travelers provides an extra layer of complexity, requiring TGV Lyria to offer support in multiple languages. TGV Lyria wanted to find a way to improve their customers’ experiences by ensuring that their questions or issues were addressed and resolved quickly. However, TGV Lyria wanted to make these improvements without expanding their existing customer service team. This pushed them to explore innovative automated solutions, like chatbots.
TGV Lyria has also taken advantage of what we call at Laiye the “one-door strategy”: having a full-page bot as the gatekeeper to their customer service agents. The “one-door strategy” is the best way to manage and prioritize customer requests, as the full-page bot provides a single point of entry to their customer service team, qualifying all requests before they get to an agent. This leads to much fewer requests that make it through to agents and a significant drop in handling time for requests that do make it through, a win-win for customers and agents.
With Laiye’s user-friendly platform, TGV Lyria’s customer service team can modify underperforming use cases themselves, updating answer content to better address their customers’ questions. As a result, the bot can automatically resolve the most common questions, allowing TGV Lyria to deflect a significant volume of requests.
The chatbot has been especially helpful during the COVID-19 crisis. The bot resolves many common COVID-19 travel requests. In cases when a traveler has a complex issue that requires the help of an agent, the bot can qualify the request and connect them directly with someone from the customer service team.