The Social Hub relies on a Neople for customer interactions

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The Social Hub (also known as TSH) is a hospitality brand with multiple hubs across Europe. The support team faces ever-increasing challenges, particularly in handling a growing number of customer enquiries. This is especially true now that the hotel chain continues to grow significantly. To tackle these issues, they have hired a Neople.

The Social Hub

“With Sophie, we have a colleague who is available 24/7, always remains friendly and never takes a day off. It really feels like an extension of our team.”

— Team Lead Customer Care, The Social Hub

The Social Hub 1

Scalable service The Social Hub grew internationally and needed to be able to scale up support processes without putting additional pressure on employees.
High workload Support teams received hundreds of repetitive questions every day, which led to stress and limited focus on complex customer requests.
Time-consuming questions Many questions concerned standard topics (such as check-in times or WiFi), but still had to be answered manually.
Fragmented information Employees had to search for information in multiple systems, which compromised the speed and quality of customer interaction.

Automation frequently asked questions Utilising an AI solution to handle standard queries independently, thereby reducing the workload of the support team.
Improved customer satisfaction Achieve faster response times without compromising service quality.
Smart employee support Introducing a virtual colleague that easily integrates into existing tools and processes.
Scalable deployability Select a solution that is easy to roll out across multiple teams, countries, and departments.
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The solution

Within a few weeks, Neople’s AI assistant was introduced into The Social Hub’s support process. The virtual colleague was named Sophie and was able to get started right away thanks to smart links to internal knowledge bases and workflows, among other things.

The results:

  • 60% of standard queries are now handled automatically

  • Support staff experience less stress and more room for personal service

  • The waiting time for guests has been drastically reduced

  • Sophie is actively used in multiple teams, including HR and front office

  • The Social Hub is ready to further scale up AI to other departments and countries

Results

Account manager Gorilla Services 1

60% fewer repetitive questions

The virtual assistant now handles most standard queries independently, reducing the workload for employees.
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Faster response times

Guests receive responses more quickly, which has directly led to higher customer satisfaction.
Amspec 5

Greater focus on complex cases

Support staff once again have the opportunity to focus on personal and substantive questions.
Educatie (Freshservice) 1

Deployment in multiple teams

The AI solution is now used not only in customer care, but also in HR and front office.
The Social Hub 4

Scalable to other locations

Thanks to its flexible design, the solution is ready to be rolled out to other countries and branches of The Social Hub.
The Social Hub 5

Positive internal feedback

Employees experience the AI assistant as a valuable addition to the team – always available, error-free and stress-free.
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