• Challenge

As a travel website selling multi-day tours, customers were concerned about what would happen to their previously-booked, future trips. We wanted to
1) Provide help for customers anxious about their travels
2) Ensure customers knew we had their best interest in mind 
3) Reduce customer service call volume  

  • Solution

Create a short message to  reduce anxiety and provide answers, next steps and resources.

  • Teams: product managers, customer service and B2B business teams