OpenTable increases contact center efficiency with self-service
The top online restaurant reservation service rerouted customer support calls to digital self‑service and live chat to scale operations for 31 million diners and 60K restaurants. As a result, OpenTable cut down contact center costs and wait times while improving CSAT.
- 10% of calls rerouted to chat
- 25% of chats supported by Airkit
- Integration with Talkdesk
Your customers won’t wait on hold
Sending routine, high-volume requests to your call center is costly and inefficient. On average, customers wait 5-10 minutes on hold for customer support. Customers value fast resolution more than speaking to an agent.
Deploy digital self-service
Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self‑service decreases agent AHT while increasing CSAT from faster resolution times.
Components commonly used
- IVR flow
- Built-in TCPA compliance + mobile opt-in
- Digital form
- Chat bot
- Omnichannel notifications
- API integrations with core systems
Use cases across all industries
Financial services
Agent-triggered digital intake for new account
Self-service for account changes, vacation notices, freeze requests
Loan status
Energy & utilities
Emergency service request (e.g., report outage or incident)
Field service scheduling
Billing questions
