Agent traffic spikes on Gold Medal’s new online Service Hub

The dnata Travel B2B brand reported an 80% month-on-month increase on the platform

Gold Medal has reported an 80% month-on-month spike in agent traffic through dnata Travel Group B2B’s new online Service Hub.

Through the hub, which is available via the ‘Agent Tools’ tab on the homepage, agents can access information and get tips to help them answer “non-urgent questions”, dnata said.

The company hopes the Service Hub will help “drive down call waiting times and free up operational staff to provide assistance to agents with more complex enquiries”.

The Service Hub contains booking support, Gold Medal contact details, latest travel and airline information, terms and conditions, guides to documentation, and contact forms.

Agents can also get quotes for flight cancellations and amendments through the hub, which has a guaranteed response time of 48 hours, according to Gold Medal.

Service Hubs for the dnata Travel Group B2B specialist brands – Pure Luxury and Cruise Plus – are also available via the Gold Medal homepage.

Dnata Travel Group’s UK service director Kath Sharples said: “This Service Hub joins the others we have already set up as just one of the ways we’re working to reduce the time agents are spending to get their questions answered.

“As a result of this, we’ve significantly reduced the time it takes us to turn around customer service messages.”

She added: “Our Service Hubs mean agents can answer to a variety of non-urgent queries themselves, including those relating to flight cancellations and amendments which remain a particular pinch point.”

Sharples said dnata was “always trying to think of ways to make agents’ lives as easy as possible”.

“It’s great to see more and more of them utilising the hubs so our team can provide support where it is needed most, and where their skills, experience and knowledge can really add value,” she added.