[BCM] [TVL] [C12] [CBF] [3] [Detailed] Customer Support and Service Operations

Sustaining Digital Travel: Business Continuity Management for Traveloka

Identifying Critical Business Functions

Chapter 12

Detailed Business Processes for High-Level Function

Customer Support and Service Operations

Traveloka’s Customer Support and Service Operations are structured around ten core business processes, which cover everything from managing customer inquiries and complaints to processing refunds, supporting payments and fraud checks, and coordinating with partners.

The processes are reinforced by a strong focus on service quality, operational reporting, and crisis management, ensuring that customers receive responsive and reliable support throughout their journey.

By implementing robust service frameworks and continuously enhancing both human and automated support systems, Traveloka secures customer satisfaction, business continuity, and operational resilience.

Identifying these processes as critical functions reinforces the company's commitment to delivering superior customer experiences and maintaining trust in a dynamic and fast-evolving marketplace.

Detailed Business Processes:  Customer Support and Service Operations

Customer Inquiry Management

Channels Handling

• Email, live chat, call centre, mobile app support, social media (Facebook, Twitter, Instagram, etc.)
  

Inquiry Categorisation

• Product inquiries (Flight, Hotel, Transport, Experiences, Insurance, etc.)
• Booking assistance
• Payment issues
• Refunds and cancellations
• Technical/app issues
  

Routing and Escalation

• Auto-assign to specialised agents based on product and complexity
• Escalate complex cases to Tier 2/3 or relevant departments (e.g., Finance, Product, Legal)

Booking Support and Problem Resolution

Real-time Booking Support

• Confirmations, changes, rebookings, ticket issuance issues

Post-Booking Issue Management

• Changes requested by customer (date, name corrections, rescheduling)
• Handling supplier-side disruptions (hotel overbooking, airline cancellations)

Service Recovery Actions

• Offer alternatives, compensations (vouchers, refunds), and goodwill gestures.
• Liaising with suppliers and partners (airlines, hotels, insurers)

Complaint Management

Complaint Receipt and Logging

• Structured case recording into CRM/ticketing system
  

Acknowledgement and Update Process

• Auto-acknowledgement emails or messages
• Regular status updates on the investigation
  

Root Cause Analysis and Resolution

• Analyse and address the cause of customer dissatisfaction
• Provide clear resolutions and feedback to the customer

Service Recovery Offerings

• Refunds, credits, and alternative service provision

Refund and Cancellation Processing

Refund Request Handling

• Assess eligibility (based on fare rules, hotel policy, insurance terms)
• Initiate refund process (internal + supplier coordination)

Cancellation Request Management

• Guide cancellation terms
• Facilitate customer-initiated cancellations

Tracking and Reporting

• Monitor refund status
• Proactively inform customers of refund timelines

Payment and Fraud Support

Payment Error Resolution

• Failed transactions, double charges, unauthorised charges

Fraud Detection and Customer Notification

• Identify suspicious transactions
• Communicate with the customer for verification.
  

Collaboration with Risk/Fraud Teams

• Hand over suspected fraud cases for deep investigation

Knowledge Base and Self-Service Management

Content Development

• FAQs, support articles, and guides for customers
  

Content Updates

• Regular updating based on new products, frequent issues, or feedback
  

Self-Service Optimisation

• Build intelligent chatbots and auto-resolution flows.

Service Quality Monitoring and Improvement

Customer Satisfaction (CSAT) Surveys

• Post-interaction surveys via email, app notifications

Quality Assurance Audits

• Random call/chat/email reviews
• Feedback loops to agents
  

Continuous Training Programs

• Product knowledge updates
• Customer service skills enhancement
  

KPI Monitoring

• First Response Time (FRT)
• Resolution Time
• First Contact Resolution (FCR) Rate
• CSAT/NPS (Net Promoter Score)

Operational Reporting and Analytics

Daily/Weekly/Monthly Operational Reports

• Volume of inquiries, average handling time, service level agreement (SLA) adherence

Trend and Issue Analysis

• Identify product/service areas causing repeated customer issues

Forecasting and Resource Planning

• Predict staffing needs
• Adjust operational capacity based on seasonality/ trends.

Crisis and Incident Management

Crisis Support Protocols

• Immediate response playbook (e.g., flight disruptions due to natural disasters, pandemics)
• Mass communication to impacted customers
  

Coordination with Crisis Management Team

• Align messaging, compensation policies, and recovery timelines
  

Post-Crisis Review

• Lessons learned and process improvements

Partner Support Coordination

Vendor/Supplier Issue Escalation

• Support partners (e.g., hotel managers, airlines) with system or operational issues

Partner Training and Knowledge Sharing

• Equip partners with self-service tools and operational guidelines

Joint Issue Resolution

• Collaborate with partners to solve customer cases quickly.

Traveloka’s Customer Support and Service Operations ensure seamless pre-sale, post-sale, and crisis management activities, enhancing customer loyalty and partner satisfaction.

The processes are designed to deliver fast, empathetic, and efficient service, integrating technology, human support, and continuous improvement.

Business Impact Analysis Table

Summing Up ...

Traveloka’s Customer Support and Service Operations are structured around ten core business processes, which cover everything from managing customer inquiries and complaints to processing refunds, supporting payments and fraud checks, and coordinating with partners.

The processes are reinforced by a strong focus on service quality, operational reporting, and crisis management, ensuring that customers receive responsive and reliable support throughout their journey.

By implementing robust service frameworks and continuously enhancing both human and automated support systems, Traveloka secures customer satisfaction, business continuity, and operational resilience.

Identifying these processes as critical functions reinforces the company's commitment to delivering superior customer experiences and maintaining trust in a dynamic and fast-evolving marketplace.