Digital Marketing &
Business Consulting

Empowered Customers & Reduced Incoming Customer Service Calls

Consulting Services

Technology Consulting

Digital Marketing

Project Management

Work Performed

Video Creative Concepts

Motion Graphics

Narration Script Editing

Voice Talent Auditions & Selection

Storyboard Content

Video & Motion Graphic Production

Customer Service Agent's time was overwhelmed with customer calls.

Travelocity’s website included instructions for simple tasks that could be completed online by customers. The online instructions needed to be improved based on the high number of incoming customer service calls for items customers could do online.

Consumer Behavior

Customers were calling customer service as a first step rather than as a last resort. There was a question if the text instructions were sufficient.

Support Wait Times

Due to the volume of customer service calls, wait times were longer than Travislocity’s target wait time. The longer wait times were negatively impacting the user experience and satisfaction surveys.

Brand Standards

Travelocity and the Wonder Wisely campaign have strict brand standards that must be adhered to. The brand standard covers everything from logo usage to imagery that was required.

B Roll Video

The B roll video footage Travelocity had wasn’t the right fit for the tutorials. The new B roll video that was brand consistent had to be sourced and approved by Travelocity before use.

Produced a Series of Eight Tutorial Videos

Spin Digital Consulting produced a series of eight tutorial videos. The videos included an animated intro/outro, website video screen captures, and b roll video footage. The tutorials were kept around three minutes each and featured a playful tone.

The tutorials went through a testing process that compared the number of customer service calls based on customers who viewed the tutorials instead of just seeing text instructions. Based on the testing, the tutorials were proven effective.