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How Guesty achieved 75% one-touch resolution by consolidating all support channels

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OVERVIEW: Guesty is a global short-term rental property management platform that provides an end-to-end solution that automates and streamlines the daily, complex operational needs of property management companies.

FOUNDED: 2013

PARTNERS WITH WIX ANSWERS SINCE: 2018

OFFICES: New York, Los Angeles, Lisbon, Barcelona, London, Milan, Tel Aviv, Sidney

NUMBER OF EMPLOYEES:  250

PRODUCTS USED

Knowledge Base

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Ticketing

Insights

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Call Center

Help Widget

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Chat

“With Answers, we were able to consolidate our solution into one system with dedicated queues. We use automatic actions without wasting dev resources - it saves us time and costs while ensuring that customers get the high-level support they need.”

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Doron Pryluk

VP of Customer Experience

The Challenges.

Guesty was looking for a support solution that could:

  1. Scale at the same swift pace of its growth and would make onboarding easy for new agents in all three locations.
     

  2. Ensure customer issues are resolved efficiently while local challenges such as language and culture aren't barriers.
     

  3. Let customers easily find answers themselves ​​without having to reach out. 

When Doron Pryluk, VP of Customer Experience at Guesty, joined the company, he was tasked with addressing several unresolved pain points with their existing support software. The most burning challenges being channels existing in different systems, lack of actionable insights on support issues, and questions being quickly rebuffed without a satisfactory resolution. To Doron, it became increasingly clear that their existing support software would not be able to handle these challenges. He set out to find a company that would not only address Guesty’s pain points on a technology level but would also be there for them long-term as an ongoing partner.

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Guesty help center

The impact with Answers.

01. A fully integrated platform that doesn’t require multiple vendors

Answers provides Guesty with all channels in one fully integrated platform and the ability to create a custom solution. Agents previously faced a platform that was difficult to navigate due to its clunky UI.

“If you’re going to have an agent looking at their home screen for 45 hours a week, it better look good. And Answers has an amazing UI. So intuitive and simple,” Doron explains.

Answers’ ticketing system also includes the option to use different types of internal notes instead of relying on emails for discussing customer issues, whether for QA-purposes, troubleshooting details, or providing additional context on the customers’ case.

02. Support that’s accessible to customers no matter where they are

The Answers help widget makes knowledge and support accessible to customers within the product flow and anywhere on the site.

"Since introducing the widget, we’ve seen a shift to customers contacting us here instead,” says Doron. “Our customers are no longer frustrated as they can now get what they need without leaving the product dashboard."

03. An AI-powered reply box that cuts onboarding and resolution time

The Answers reply-box offers instant AI-powered article suggestions related to predefined labels. These articles are then used for ticket responses to help support agents be consistent and more efficient.

“In the Answers timeline you can immediately see the latest customer interaction - it’s very logical,” Doron said.

By using the reply box within the ticketing system, Guesty’s response times have vastly improved. New agents especially are responding faster and more accurately. “Since making the switch to Answers, onboarding agents now only takes 2 ½ hours.  With our previous support solution, it took us at least a week to get an agent to understand how to answer a ticket,” said Doron. The reply box offers instant article suggestions related to predefined labels. These articles are then used for ticket responses to help agents be consistent.

Guesty now has a 75% one-touch resolution. Issues are being resolved after an agent’s first response.

04. A company-wide source for knowledge

Guesty’s new knowledge base is used both by customers as a help center and internally by Support, R&D, Marketing, and Product. According to Doron, it has created one source of truth for knowledge within the company. He added that the Answers knowledge base is structured in a “simple and intuitive way,” making it useful to all departments.

What’s next?

For a startup that’s gone global, rather than developing add-ons for their support solution, keeping dev resources focused on the product itself is crucial. Increased productivity, efficiency and the ability to continuously scale their solution are the reasons Guesty chose Wix Answers and has made the solution a part of the future vision of the company.

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See for yourself

Get a free demo with a product expert to see how Wix Answers can help your company rely on one stakeholder: your customers.

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