Business Impact
Introduction
Holafly is a leading eSIM provider helping travelers stay connected across regions, devices, and carriers. From international vacations to business trips, their customers rely on instant connectivity and fast answers when something goes wrong. As Holafly’s growth accelerated, customer demand surged at the same time.
Travelers often reach out in high‑stress moments: a landing delay, a suddenly throttled connection, or uncertainty about setup in a new country. Each question carries urgency, and each response shapes trust in the brand.
Growth Pain: Scaling the Team
Holafly’s rapid growth made hiring and onboarding a constant race. Even outside seasonal spikes, daily volume kept climbing, and traditional scaling could not keep pace without risking quality.
Adding headcount helped, but training time and institutional knowledge were hard to compress. The team needed a way to scale capacity while keeping answers accurate, empathetic, and consistent across channels.
The Pressure of Peak Season
Peak travel seasons pushed that strain to the limit. Holiday waves spiked volume overnight, and inquiries ranged from simple plan questions to complex troubleshooting. Wait times climbed quickly, and customer patience dropped right when demand peaked.
The business also felt the impact on revenue: when sales chats sat in queue, intent cooled, and conversions slipped through the cracks.
Together, these pressures created a clear mandate: scale service and sales capacity without sacrificing accuracy or experience.
Why Aissist.io
Holafly’s support and sales interactions require more than templated responses. Their team needed automation that could:
- Understand nuanced questions about coverage, compatibility, and setup
- Resolve technical issues with structured troubleshooting
- Support sales conversations and guide plan selection
- Hand off edge cases with full context, not just a summary
Aissist.io’s multi-agent architecture was a fit. It enabled specialized AI agents to collaborate on each inquiry, handling resolution, routing, and updates while keeping a consistent tone across channels.
Equally important, it let Holafly preserve a human‑like experience while removing the bottlenecks that came from scaling purely with headcount.
Implementation Approach
Holafly deployed Aissist.io digital agents across both support and sales workflows:
- Support automation: Agents resolved common issues and escalated edge cases to humans with context.
- Sales acceleration: AI guided prospects to the right plan and captured conversions even when human agents were busy.
- Workflow cleanup: Repetitive tasks like tagging, summarizing, and status updates were automated, reducing manual load.
This created a hybrid model: AI handled the high‑volume baseline, while humans focused on edge cases, escalations, and relationship‑building.
Results
The impact was immediate and measurable:
- 3X scaling of sales and service operations during peak season
- Shorter wait times across support queues
- Higher CSAT, even at peak volume
- Improved conversion performance through faster sales responses
Beyond metrics, Holafly saw fewer seasonal fire drills and a steadier customer experience, even during the busiest travel windows.
What This Means for Holafly
Holafly now enters peak season with confidence. Their AI-powered workflows absorb spikes, reduce customer friction, and keep sales momentum moving without overloading the human team. Instead of scrambling to hire and train for every surge, they can focus on growth and customer experience.
With a scalable operating model in place, the team can prioritize new markets and partnerships without worrying that support will become a bottleneck.
Closing Thought
For Holafly, AI isn’t just a support tool. It’s a growth accelerator that keeps service reliable and sales responsive when demand is highest. The result is a business that scales without sacrificing the quality that travelers expect.
The takeaway: when automation is designed around real customer journeys, it doesn’t replace the team, it amplifies it.