Goal  

To track queries with all details from all sources 

To assign queries to agents from our own system and track conversion rate across each agent and each source  

To understand demand based on city, location, dates and property 

Problem  

We don’t know what dates, properties or location we get the most/least queries for 

We don’t know the exact conversion rate for each agent and each source. This doesn’t give us insight on which agent or channel is doing good/bad 

Queries from website and other sources are not assigned on round robin basis leading to unfair assigning of queries 

Product Flow - Ideal 

When a query comes from any source, the first status is ‘Open’.  

The agent then talks to the guest and changes the status to either Not-Converted, Follow-up, Converted 

If the query is marked as Not-Converted, the agent should be asked to add a reason – Budget, No Option Available, No response, Didn’t like option shared 

If the query is marked as Follow-up, the agent should get a notification after 24 hours to follow up with the guest. The agent should then talk to the guest and mark the query as followed up 1 and so-on 

The agent should see only queries assigned to them ordered based on a priority (to be decided later) 

Eventual Product – Queries from all sources are getting tracked in our internal system with details like  

Check-in, Check-out 

Count of Guests – Adults & Kids 

Location – Assagao, Anjuna etc or Goa/Delhi 

Source – IVR, Chat, Airbnb etc 

Status – Open, Converted, Not Converted, Follow Up 

Response time – Record when the status of query changes from open 

Add Query Fields 

First Name 

Last Name 

Check-in 

Check-out 

Adults 

Kids 

City (Goa, Delhi, Nainital) 

Location – Assagao, Anjuna etc 

Property Name  

Unit Name 

Query source – IVR, WhatsApp Chat, Enquire, Dropped, Airbnb, Booking.com, MMT, Sales Agent, Vianaar Referral, Travel Agent 

Agent Name – A way to assign query to someone. This can only be changed by team leads like Vishal or Heeta once assigned 

Query Status 

Open 

Converted 

Not Converted 

Follow Up 

Query Module Fields (Shown in PMS once query is created) 

Query ID 

All Query Fields Above 

Agent Name 

Query Status 

IVR Flow 

The guest calls on IVR and the phone is picked up by Vishal. A query is created in the module with a unique id, guest number and agent name who picked up the call with status being open. 

The agent then sees a button to send quotation, on clicking it, the quotation module opens. Once the agent creates the quotation, the query fields are automatically filled with all details added to the quotation. 

Edge Case 

If we get a duplicate call i.e. call from the same number, assign it to the same agent till 15 days. If the guest calls after 15 days, the agents can internally decide if the same agent will continue or it will be assigned to someone else 

WhatsApp Chat