Alibaba’s support on war days; More than 6,000 calls in 2 days

The sale of domestic and foreign flight tickets, followed by products such as foreign hotels, tour and visas stopped. At the same time, there was a wide wave of refunds of canceled travel to travel agencies. With the end of this crisis and the complete reopening of the Iranian sky, Alibaba announced that it had paid the travelers for the sum of the billion dollars.

Restoring these funds was only part of the crisis management process. Responding to passenger requests and concerns continued during this time.

In the early hours of the crisis, due to the volume and extent of the challenges, it was decided that the phone sales teams of all products would stop sales activity and join after -sales support. This change focused the company’s human resources completely on after -sales service.

During this 5 -day period, the support team responded an average of 4 calls daily, while the average number was on average before the crisis. In addition, 3 requests were answered in platforms such as website, email and messengers. The total number of phone calls in this period is estimated at 2 hours, about 2 business days.

According to Bahareh Ashrafi, director of the Alibaba Call Center, the company recorded a record of 2 inhumane calls per hour, on June 23 and 2 requests per hour, on June 6, which was unprecedented for five years. He explained that part of the team, in addition to responding to calls, was constantly pursuing their refund requests and referring them to related units.

Internet disorders and repeated power outages were one of the most important problems in this period. These cases cut access to foreign suppliers and limit connection with domestic suppliers. It also made it difficult or impossible for experts for experts to make and send and send emails with serious disruption. This has caused some users’ requests, especially passengers abroad, not received in a timely manner.

Despite these conditions, Alibaba announced that using the capacity of his technical and operational teams, he had followed up on the registered refund requests and returned the relevant funds.

Alibaba has announced that despite the increase in demand volume, the average response time remained of 5 seconds, which was not significantly different from pre -crisis conditions. Also, more than 5 % of users’ problems are resolved at the same first call (FCR).

According to statistics released by Alibaba, the company has recorded the highest extradition in the recent crisis, with 2 extradition worth trillion dollars, among the active agencies in the tourism industry.