Zostel Hospitality Pvt. Ltd, the parent company of Zostel, are backed by Tiger Global in India. In March 2015, Zostel launched their first international hostel at Dalat in Vietnam. They plan to start more hostels in Nepal & Sri Lanka soon. In February 2016, Zostel got acquired by Oyo Rooms in an all-stock deal.
But in India, there are only 2 options for travellers – high-end hotels or seedy lodges. Zostel aims to break this.
We spoke to Kshitiz Bansal , the reservation and customer experience manager at Zostel. Kshtiz has been working on making the entire booking process simple for their customers.
“In the early days, I would take care of all the reservations on my own, manually noting them down. Subsequently, we shifted to a franchise model. We would make the bookings & pass them on to the individual Zostel owners”, said Kshitiz.
“As we started scaling, & setting up new Zostels across the country, we realised we were in desperate need of a solution that would help us monitor & track the entire booking process – right from the first call to the booking being done”, he added.
“Whether it is Agra or Goa, we can route the call to the respective Zostel instantaneously, connect them with their respective Zostel, & yet be in control of the overall customer experience”, said Kshitiz.
On-call experience & regular quality checks are critical at Zostel. Exotel’s easy to use dashboard helps them track & filter out individual calls as well as identify & listen to any call conversation they want so that we are always in control of the customer experience & can provide quality customer service consistently.
“Another thing we liked about Exotel, was the user friendliness of the product. I could easily set up or change our call flows at any moment of time. Exotel essentially provided us with a platform to build a customised solution”, added Kshitiz.