Their operation relies on fast and consistent incident handling: guide cancellations, walkers who don’t show up, disputes about tour quality, and review moderation. The complexity increases when operating in multiple countries, with different policies and high volume.

Problem

The team was receiving a large number of repetitive tickets:

• Guide cancellations

• Walker no-shows

• Requests to edit or delete reviews

• Complaints about guide professionalism

• Minor bugs or user-experience issues on the platform

  
  

These cases consumed the destination manager’s time, led to inconsistent policy application, and affected the marketplace’s public reputation.

Result: overload, long resolution times, and loss of control over service quality.

Solution

The agents:

• Automate guide cancellations, attendance verification, incident classification, and review moderation according to policy.

• Execute actions such as offering alternatives, rescheduling tours, applying compensation templates, filing technical tickets with repro steps, or managing edit requests with full traceability.

• Automatically detect no-shows, recurring complaints, or patterns of low quality.

• Escalate only serious reports or conflicts between guide and walker.

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What the client says:

“They had so many tickets they wouldn’t even read and that ended up in the trash. Having GS reduces the chaos: now the team feels like it’s moving forward. They’ve tripled revenue and markets with the same support team.”