Global Customer Support coverage
Kiwi.com has built a global Customer Support footprint to ensure business continuity
As a customer-centric company with a global reach, Kiwi.com strives to provide the very best customer service. This is provided through a Value Process Operations (VPO) model, which delivers sustainable industry-leading support with an improved customer experience 24/7. It is provided in-house and by highly experienced vendors and managed from our headquarters in Brno.
Providing worldwide coverage at all times
1,750 staff provide customer support across our sites. With our three sites in India, two in China, and one in Ukraine, Philippines, Colombia and Tunisia, Kiwi.com is able to provide support for both B2C and B2B customers across 14 languages.
These are Arabic, Czech, English, German, Spanish, French, Italian, Japanese, Korean, Mandarin, Polish, Portuguese, Russian and Ukrainian. Within the next few months, we expect to be able to handle 90 per cent of all contacts if a customer’s native language is one of these 14.
In order to ensure business continuity, processes have been set up so that all sites can provide coverage if there is local disruption to networks. This means that if there is a problem at one site, all contacts are redistributed across the others with little effect to customer experience.
Specialist support for different markets and channels
We are in the process of setting up a new site dedicated to B2B Customer Support. This will focus on ensuring that all concerns regarding Tequila are handled swiftly.
Much of our focus is on growth in Latin America and China. We are increasing our Customer Support capabilities in both.
An excellent example of how our VPO works can be seen with our Social Media Customer Support. This is handled in Manila by IGT, and managed from Brno. Using the best tools available on the market, response and resolution times are world class. Data from our tools is constantly analyzed to optimize and improve the service at all times.
For more information, read more about our industry-leading Customer Support and about the unique Kiwi.com Guarantee