Customer experience can make or break brand reputation for travel and hospitality companies. Digital transformation across the industry is making innovation in contact center software a critical step to remaining competitive. Now, it’s easier to deliver the level of connection and engagement consumers expect.
Capture cost efficiencies with distributed onshore, offshore, and near-shore call centers and provide localized support in regional languages. Track and improve SLA adherence across locations with central monitoring.
Record customer interactions on every channel including chat, voice, and social to ensure seamless communication and consistent follow up even with high agent turnover. Maintain call quality to boost customer acquisition and retention.
Make updates on the fly to meet the changing requirements of the customer service team. Configure and modify the IVR or add custom rules as needed via an intuitive self-service interface. Scale capacity up or back as needed to meet seasonal demand.
Continuously improve customer service performance for FTR, AHT, and time to respond for inbound as well as connect ratios for outbound calls. Automate repetitive tasks. Gain actionable insights with live analytics and reports.
Interact with website and social media visitors who are exploring their options and checking online reviews.
Communicate the best possible offer via all channels and keep customers informed via SMS and emails as they make travel and accommodation decisions.
Proactively notify customers about flight schedules, hotel on-boarding details, resort activities, and other scheduled events.
Gather customer feedback after the trip, use AI to analyze support processes with recorded conversations and improve processes based on detailed reports.