TRAVEL TECHNOLOGY PLATFORM
Travelnest is a travel technology company that helps holiday home owners advertise and distribute their properties across more than 30 global booking sites, including Booking.com, Airbnb, and Expedia. The platform is designed to help property owners increase bookings, improve visibility, and simplify listing management across multiple channels.
As Travelnest continued to grow and onboard more property owners and guests, customer support became a critical part of daily operations. However, the systems and processes in place were not built to scale with that growth, which started to create operational challenges for the support team.
Travelnest decided to move to HubSpot Service Hub to centralise support, introduce automation and AI, improve reporting visibility, and build a support operation that could scale without increasing operational complexity.
Centralise all support channels into one system
Reduce manual work through automation and AI
Improve reporting, SLAs, and performance visibility
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To support Travelnest’s growth and operational needs, Pixcell implemented HubSpot Service Hub Enterprise as the central support platform, migrating from Freshdesk, consolidating support channels, introducing automation and AI, and building reporting dashboards to give the team full visibility over performance and SLAs.
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Freshdesk to HubSpot Migration
Migration from Freshdesk to HubSpot Service Hub Enterprise, including ticket data, conversation history, and workflows, ensuring a smooth transition without disrupting ongoing support operations.
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Multi-Channel Helpdesk Setup
Consolidation of email, live chat, WhatsApp, phone, and messaging channels into a single HubSpot helpdesk, giving the team a unified view of all customer conversations.
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Ticket Automation & Routing
Implementation of automated ticket routing, categorisation, SLAs, and escalation workflows to reduce manual admin work and improve response times.
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AI Customer Support Agent
Deployment of an AI-powered customer agent to automatically resolve common customer queries and reduce the volume of tickets handled by human agents.
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Knowledge Base Migration
Migration and restructuring of the knowledge base to support both customers and AI automation with accurate, structured information.
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Reporting & Dashboards
Creation of operational dashboards and reports to track ticket volumes, response times, agent performance, and SLA compliance.
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Integrations
Integration with tools such as Aircall and other communication platforms to ensure all customer interactions are logged and tracked in HubSpot.
HEAD OF CUSTOMER SUPPORT
Pixcell have shown a great deal of flexibility and a genuine willingness to fix issues and help us improve, rather than being overly focused on hours or ticket volumes.
Our setup is fairly unique and can be complex, but Pixcell have taken the time to understand how our business works and consistently find solutions to difficult problems.
Overall, we’re in a good place and would recommend Pixcell as a partner.
Pixcell helps growing companies implement HubSpot across Sales, Marketing, and Customer Service, including migrations from platforms like Freshdesk and Zendesk.
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