In 2020, Traveloka’s business was significantly impacted by the COVID-19 pandemic. The company, which provides a wide range of travel and lifestyle services, faced a dramatic drop in new bookings due to pandemic restrictions, border closures, and a significant decrease in flights. However, despite the decrease in new bookings, the company's workload did not slow down. Instead, the team was busier than ever providing customer support as travelers tried to cancel trips, get refunds, or reschedule trips. The company faced a significant spike in customer support volume, which it needed to manage effectively.
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