A commercial and technological alliance that boosted sales and redefined the traveler assistance service through a human, empathetic and flexible solution.

ChatCenter Network has been with Pax Assistance from day one, adapting to its needs and in tune with the company’s human character, first as a sales channel that allowed it to scale commercially, and then by providing telephone assistance support. Both companies are revolutionizing the traditional marketing of this service by putting the passenger at the center of their strategies with a more transparent and effective communication.

Technical summary of the case:

• Company: Pax AssistanceService:
• Travel Assistance
• Size: Small (approximately 50 employees)
• Location: Buenos Aires – Colombia – Miami
• Target: Men and women from 18 to 55 years old
• ChatCenter Network Objective: Optimize sales and customer service of Pax Assistance through WhatsApp channel.

Achievements:

• Between 2022 and 2023, the company experienced an impressive 60% growth, among other things, due to its expertise in the field and its positioning, favored by the fulfillment of its sales promise: to offer a humanized, personalized, agile and transparent service.

• Turnover in December 2023 almost tripled compared to the same period of the previous year.

• ChatCenter Network has proven to be Pax Assistance’s most successful sales team in 2023, with a conversion rate of 21.47% on total chats.

• The alliance has maintained the humanized essence of the company, centered on the motto “a company with a big heart, no fine print.”

• The integration of CCN has transformed the point of sale, making it a key point of service perception.

• Response times within 5 minutes were optimized, providing an agile and human service.

When on January 16, 2022, Alexia Keglevich started the commercial activity of Pax Assistance, she was accompanied by five collaborators, more than 30 years in the industry and an endless number of experiences in the travel and tourism sector that positioned her in a market beyond her last name and its recognition as such.

Determined to revitalize the central axis of traveler service, as she knew it, focused on the needs of people who choose and trust a company to travel safely, and after an unfair departure from the company that saw her grow as a leader in this industry, her first decisions attest to her experience after creating networks and alliances with those who could turn that dream into reality in the short term.

ChatCenter Network is one of the alliances that accompanied Pax Assistance from day one, understanding its purpose, forming the team that responds to the promise on which they focused and putting it into action only four months after its launch.

The two companies forged an alliance that not only met, but exceeded expectations. How did they manage to transform the traveler’s experience and become leaders in the sector in such a short period of time?

This is where the success of this young company lies. From the very beginning, they set out to provide a service that goes beyond the conventional traveler’s assistance and that is based on a more than valuable proposal in times when consumers value trust and the fulfillment of the promise, which was based, and still is based, on giving immediate and decisive answers to those who hire this service.

In the words of Alexia Keglevich: “Pax has no borders, it is an agile, innovative company that adapts to today’s traveler, who is a demanding traveler who wants an immediate solution not only at the moment of purchasing a product but also at the moment of truth, which is when he/she must use the service. We know what our path is, and it is the path of empathy, of humanity, of being simple and being totally immediate when it comes to providing services. We seek to be a different company, fresh, modern, very easy to hire, and the numbers back us up.

Specifically, they set out to address the emotional and logistical needs of travelers. With the slogan “a company with a big heart, no fine print”, Pax differentiated itself by focusing on the humanization of assistance.

The key to their success lies in their partnership with ChatCenter Network (CCN), a strategic collaboration that allowed them not only to maintain their personalized and empathetic approach, but also to scale their presence in the market. CCN became Pax Assistance’s sales channel and Customer Center, operating through WhatsApp.

The numbers speak for themselves: CCN represents 13% of the total revenue share of Pax’s sales channels. With 60% growth between 2022 and 2023, the synergy between the two companies has been fundamental. Turnover nearly tripled in the month of December 2023 compared to the same period last year, driven by a conversion, over total chats, of 21.47%.

But beyond the numbers, the partnership has enabled exceptional customer service. Pax Assistance, through CCN, managed to maintain response times within 5 minutes, constantly improving customer satisfaction. CCN’s flexibility and adaptability, combined with Pax’s technological vision, have created an unstoppable partnership.

Humanization and personalization in communication, backed by technology, have made the difference. The alliance is not only about selling, but also about understanding and responding to the specific needs of each traveler. The constant feedback between the two companies has led to continuous improvements, consolidating Pax Assistance’s position as the best qualified and best rated company in the market.

Alexia Keglevich commented: “Pax Assistance has grown exponentially in 2023. We have clients in 90 different countries, we provided assistance in more than 110 countries, and Google searches grew by 85% in 2023. We are the highest rated company in the market, both on Google and Trustpilot, with almost 5 stars on both platforms. It’s impressive how customers see the Pax difference, and choose us.”

In times where artificial intelligence and automation are the norm, Pax and CCN have managed to stand out by maintaining empathy and the human touch in traveler assistance. This partnership has not only been successful in terms of sales and revenue, but has also laid the groundwork for the future, where technology and humanization will coexist to provide an exceptional travel experience.