Communications solutions for travel industry

Travel and tourism industry is one of the largest industries in world according to statics , it contributes almost 7.6 trillion U.S. dollars to world economy.

Despite many challenges, the sector is fore-casted to grow faster than the world economy. In the past few years, due to digitization the travel industry has seen a tremendous change. In the changed scenario if the companies have to sustain, they have to establish an efficient distribution network, bring in competitive products and automate many customer touch points.

A typical travel discovery process with touch-points for possible customer interactions would be

  • Desire to travel and hence explore options
  • Search Online
  • Check Online reviews

  • Customer touch point
  • Interact with website visitors
  • Engage with visitors on Facebook and other social media
  • Figure out the best package
  • Book Hotels & Flights
  • Plan for to and fro transportation

  • Customer touch point
  • Communicate the best possible offer via all channels
  • Keep customers informed via SMSs and emails
  • Ready for Travel
  • Post on social media
  • Plan for all activities like local transportation,meals etc.

  • Customer touch point
  • Notify flight schedule & hotel on-boarding details
  • Proactive notification about scheduled events
  • Share experience on social media
  • Plan for new trip

  • Customer touch point
  • Take customer feedback
  • Analyze current support process and review audio recordings of customer conversations
  • Improve current process based on detailed reports

Key communication challenge

Managing distributed team
  • Many travel companies prefer distributed teams as it reduces cost and help to give service in regional languages.
  • Managing and tracking the calls is a challenge - Insufficient data about their day to day activity, adherence to SLAs on customer interactions etc.
Record & track all customer touch points
  • Tracking all customer interactions on all the channels chat, voice, facebook
  • Maintaining quality of calls is a key for customer retention and customer acquisition. As attrition rate is quite high in travel industry, call recording is required for follow up with existing customers.
Easy to Customize solution
  • The customer service team's requirement changes very frequently and hence the solution, specifically the IVR should be easy to configure and modify as per requirements.
  • For continuous improvement of customer service, key data points like - FTR, AHT, Time to respond, Connect ratios for outbound calls need to be monitored which traditional solutions do not provide.

Communication solution for travel & its impact

Ozonetel provides communications solutions to many businesses in the travel sector, spanning across segments - Ola, Stayzilla, HolidayIQ, Treebo Hotels etc. Salient features of our solution for the Travel industry are-

  • Call recording - Record and track all incoming and outgoing calls, even all incoming calls on mobile and landlines can be recorded.
  • Smart & flexible IVR - Can easily change the IVR configurations & create custom rules, depending on business needs.
  • Ease in scaling - Increase and decrease number of seats, depending on seasonal demand.
  • Data based decision making- Get detailed call center reports and live analytics for all processes. Track key metrics and improve decision making process
  • Centralized monitoring - From a centralized location or your headquarter, monitor all the activity of your customer service center
  • Pure cloud solution - Zero capex, zero maintenance and subscription based payment

Customer Experience

"Ozonetel has played a pivotal role in the shaping the workflow of guest and partner calls. With Ozonetel, we have a simplified solution for our call routing needs and with the advantage of cloud, we are wireless, highlight being seamless support when need be. However, with the growing number of calls and identified issue types, we would like Ozonetel to create a redundant workaround for know issue types".Read More
V Santosh, Head, customer care, Treebo hotels
“Very useful to make the data-based decision, improving the quality of the calls" .Read More
Manager Strategy & Operations, Kamal Upadhyay, HolidayIQ
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