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Hi Freshworks community! 

I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.

I’d love input from others using Freshdesk or Freshsales:

How can we automate booking confirmations and follow-up messages to create a premium experience?

Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?

What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?

Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!

Thanks in advance, and looking forward to your insights 

Great questions! For luxury or high-touch services like private tours, automation in Freshdesk and Freshsales can really elevate the customer experience. A few approaches that worked for me:

  • Booking confirmations & follow-ups: Use workflow automations in Freshsales to trigger personalized confirmation emails right after a booking, and schedule automated reminders/follow-ups based on the tour date.

  • Client categorization: Tags and custom fields are very powerful. You can tag clients by “Private Tour,” “Group Tour,” “Historical,” “Food & Culture,” etc., and then filter them for targeted communication later.

  • Dashboards for satisfaction monitoring: Freshdesk’s CSAT surveys after each tour help track guest feedback. You can set up a dashboard that shows average satisfaction score, repeat customers, and response times to ensure everything stays premium.

I’ve implemented similar workflows on my own project https://nolcardbalancecheckk.com/ (different niche, but same principle of keeping customer experience smooth). The key is to keep communication proactive and tailored.

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