Digital platform boosts service quality and speed with new training model

The client

Our client is a global digital-platform company that enhances airport travel by offering seamless access to premium lounges, dining, and other services. The client connects millions of travelers with comfort and convenience through its mobile-first platform in over 140 countries.

The Helpware environment

Helpware supports the Client with 20 agents in two specialized teams:

• Multilingual customer support—10 agents based in Mexico providing service in English, Spanish, and Portuguese
• Back-office operations—10 agents based in Uganda handling data processing and account support

The challenge: Close service gaps that created delays and inconsistent guest experiences

The client built its reputation on smooth, premium experiences. But behind the scenes, its internal support teams faced growing pains:

• Inconsistent service knowledge led to errors about lounge access, travel perks, and booking rules.
• The training was reactive—issues were addressed only after they were repeated.
• Performance varied across teams, causing fragmented guest experiences.
• Low agent confidence slowed responses and increased escalation rates.

These gaps caused delays, added operational stress, and damaged guest trust. The client needed a support solution that could scale high-quality service and speed without growing the team.

Helping 'Ware' it counts: Smarter training drives confident, consistent service

Helpware designed an industry-specific training model to boost agent knowledge and performance:

• Weekly refreshers ensured up-to-date travel policy awareness.
• Scenario-based drills mirrored real traveler questions.
• Personalized coaching plans targeted key skill gaps.
• Gamified leaderboards increased engagement and accountability.

These tools made training continuous, engaging, and actionable—building confidence and cutting response times.

The results

Helpware empowered the client to turn every traveler touchpoint into a high-quality, hospitality-driven experience.