April 27 2016, 18.04 PM IST || Pocket News Alert
OYO Rooms, India’s largest branded network of hotels, has won the prestigious Quest Experience Award for Best Use of Social Media for CX Improvement (2016). The award is one of the more important events in the calendar for CX professionals across the nation that enables businesses to compete for the ultimate accolade in the world of customer experience.
The Quest Customer Experience Awards is a collaboration between OneDirect and Twitter and is judged by leaders in the customer experience industry. Ankit Tandon, VP Operations, received this award in which OYO competed with more than 100 other companies, including the leaders in all major verticals such as online travel, e-commerce, aviation, telecom and transport.
Speaking about the win, OYO COO Äbhinav Sinha said, “Customer-experience is at the heart of what we do at OYO and I am thrilled that we have won this award. We started with strengthening our existing Social Media team and empowered them to enable seamless and quick resolutions. When we set out, we wanted to build an extremely fast and responsive channel that would offer immediate response and a transparent resolution, build trust in our ability to resolve any customer- issues and set benchmarks in the industry. As a result of this, in March 2016, OYO became India’s most responsive brand on Social Media with 93% of complaints and queries resolved in under 30 minutes. I want to highlight and appreciate each member of the CX team who has helped make this possible.”
Working with over 5000 hotel-partners, OYO Rooms has enabled over a million check-ins to-date. OYO Rooms currently operates in more than 170 of India’s cities including Delhi, Gurgaon, Mumbai, Bangalore, Hyderabad, Goa, Chennai, Kolkata and others.