93%
Answer rate
50%
Conversion rate
15
Languages supported

Accor is a global hotel business that, over the past 60 years, has grown from a single hotel brand in Paris to 39 brands with more than 5,000 hotels in 110 countries, including 350 in China.

The Challenge

To partner with the company to support its customer experience transformation, provide access to new channels and to demonstrate an innovative approach and to remain agile to the brand’s needs as it expands its footprint in China.

Our Solution

Accor’s initial goal was to deliver innovative reservation sales support for Chinese, Vietnamese, Japanese and Korean-speaking customers in a way that wows potential guests and increases the booking conversion rate.

By partnering with Sitel China and using sites in Guangzhou, we enabled Accor to provide booking services in 15 different languages. In addition to offering voice support, and to build a closer connection with guests at each point on the customer journey, we implemented new channels including WeChat to bring a new dimension to the customer experience for Accor customers.

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