Desk.com lets us offer world-class support with personality and soul.”

JARED SIMON, COO & CO-FOUNDER OF HOTELTONIGHT
 

Rapid growth is every startup’s dream, but it offers challenges as well. As HotelTonight, a mobile app for last-minute hotel reservations, grew to serve over 300 destinations across 16 countries and five languages it was challenged to maintain high levels of support. With its business model hinging on serving customers in real time, it’s critical that support scales. That’s why the company uses Desk.com.

 

We got up and running in just a few days, and now Desk.com lets us offer world-class support with personality and soul”

JARED SIMON, COO & CO-FOUNDER OF HOTELTONIGHT

The company uses Sales Cloud to manage relationships with their 10,000 partner hotels. Automatic integration with Desk.com ensures sales and service have complete customer views and can collaborate to help customers. Desk.com also provides a way for HotelTonight to transmit customer information directly to any of their hotel partners’ systems and track the exchange. Tying all of the company’s systems together, Desk.com also integrates with Data.com, HipChat, and Corporate Looker Analytics.

Referrals are critical for HotelTonight, making customer service a revenue generator through return customers and positive word-of-mouth. With Desk.com’s multilingual support, HotelTonight can easily communicate with customers, no matter the country or language. Thanks in large part to this exceptional customer service, HotelTonight saw 300% growth in bookings over two years. To continue growing, HotelTonight relies on Desk.com reporting features to track data, pinpoint issues, and identify trends to proactively improve customer service and product development.

 
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