A leading online travel platform partnered with Enshored to rapidly expand its customer support operations as booking volumes surged worldwide. Facing growth that outpaced internal capacity, the company leveraged a Philippine-based outsourcing model to scale from a small in-house support team to a global customer service operation handling hundreds of thousands of customer interactions annually.
Company
Leading Online Travel Platform (Name Undisclosed)
Services Provided
Customer Support
Live Chat Support
Email Support
Multilingual Customer Service
Back-Office Operations
Travel Customer Experience Support
Industry
Online Travel Agency (OTA) / Travel Technology
Locations
Global Operations
Philippines
Operating Model
The travel platform partnered with Enshored to build a dedicated offshore customer support organization capable of handling growing global customer service demands across multiple channels and markets.
Delivery Structure
Enshored provided dedicated customer support professionals responsible for chat, email, multilingual customer service, and operational support functions. The offshore team operated as an integrated extension of the company’s customer experience organization.
Why This Approach
The company experienced rapid growth as booking volumes increased across its platform.
What initially appeared to be a positive business challenge quickly created operational strain. Customer inquiries grew faster than the company’s ability to hire and onboard support staff, leaving existing teams overwhelmed by demand.
With only 15 in-house agents managing global customer interactions, maintaining service quality became increasingly difficult.
The platform also needed multilingual support capabilities to serve customers across international markets, adding another layer of complexity to recruitment and workforce planning.
Leadership needed a solution capable of scaling quickly while maintaining customer experience standards.
Success Snapshot
Performance Drivers
- Dedicated offshore customer support teams
- Rapid workforce scaling capabilities
- Multilingual support resources
- 24/7 customer service coverage
- Specialized travel customer support expertise
- Integrated chat and email support operations
Outcomes
- Scaled support operations from 15 to 400 agents in 18 months
- Offshore team handled 80% of global chat interactions
- Managed 247,000 support tickets in a single year
- Achieved 92% CSAT for live chat support
- Achieved 85% CSAT for email support
- Recognized as the best-performing partner in the network
Company Background
The company operates in the highly competitive online travel and travel technology sector, where customer experience plays a critical role in business success.
Travel customers often require immediate support for booking changes, cancellations, itinerary questions, payment issues, and travel disruptions.
As booking volumes grew rapidly, customer service operations became a key factor in sustaining growth and protecting brand reputation.
Industry and Operating Context
Online travel platforms face significant fluctuations in customer support demand.
Periods of rapid growth can generate substantial increases in customer inquiries, often overwhelming internal support teams that were not built for large-scale operations.
At the same time, travelers increasingly expect fast, convenient support across multiple channels and time zones.
Many travel technology companies leverage outsourcing partners to create flexible customer service operations capable of scaling quickly while maintaining service quality.
Core Problem
The company’s challenge was scalability.
Its internal customer support team consisted of only 15 agents responsible for handling global chat and email volumes. As booking activity surged, the team became overwhelmed by demand.
Leadership described the situation as being “crushed by our own success”—growth was accelerating faster than operational capacity.
Without a scalable support solution, customer experience risks would continue to increase while recruitment efforts struggled to keep pace with demand.
The company also lacked the multilingual capabilities required to effectively support a growing international customer base.
Offshore Solution
The company partnered with Enshored to build a dedicated offshore customer support organization in the Philippines.
The offshore team provided:
- Live Chat Support
- Email Support
- Multilingual Customer Service
- Back-Office Operations
- Travel Customer Experience Support
Rather than relying solely on local hiring, the company used the outsourcing partnership to rapidly scale customer support capacity while maintaining service quality.
The offshore operation was integrated into the company’s broader customer experience strategy, enabling consistent support delivery across global markets.
Results
The outsourcing initiative transformed the company’s ability to support rapid growth.
Within 18 months, customer support capacity expanded from 15 agents to 400 professionals, representing more than a fifteenfold increase in workforce size.
The offshore team became a critical component of customer operations, handling 80% of all global chat interactions.
Customer satisfaction remained strong despite the dramatic increase in support volume, with live chat achieving a 92% CSAT score and email support reaching 85% CSAT.
The operation also successfully managed 247,000 support tickets in a single year while earning recognition as the best-performing partner within the company’s network.
Measurable Outcomes
- Support team scaled from 15 to 400 agents in 18 months
- 15x workforce growth
- 80% of global chat interactions handled by offshore teams
- 247,000 support tickets managed annually
- 92% CSAT for live chat
- 85% CSAT for email support
- Best-performing partner recognition
Operational Outcomes
- Expanded multilingual support capabilities
- Increased global customer service coverage
- Improved response capacity during growth periods
- Enhanced operational flexibility
- Scalable support infrastructure
Business Impact
- Enabled rapid platform growth without compromising customer experience
- Eliminated support capacity constraints
- Improved customer satisfaction at scale
- Reduced pressure on internal teams
- Created a sustainable customer support model for global expansion
Conclusion
This case demonstrates how travel technology companies can use outsourcing to transform customer support from a growth bottleneck into a competitive advantage.
By partnering with Enshored, the online travel platform expanded from a 15-person support operation to a 400-agent global customer service organization in just 18 months. The offshore team handled the majority of customer interactions, maintained strong customer satisfaction scores, and successfully supported hundreds of thousands of service requests.
The result was a scalable customer experience operation that enabled the company to continue growing rapidly without sacrificing service quality or customer satisfaction.
