The travel and tourism industry is one of the world’s largest industries with a global economic contribution (direct, indirect and induced) of over 7.6 trillion U.S. dollars in 2016. – Statista
The travel industry has been already observing high competitive market. It has pushed travel companies to look for effective marketing strategies and campaigns to improve engagement.
It is obvious that the travel industry significantly depends on customer experience. Every travel brand often struggles to offer the most satisfying experience to its every customer. Delay and disruption in responding to a customer may mar their travel experience. If you are also a travel company and want to improve customer relationship, here are some tips:
A personalized customer is no more luxury in travel and hospitality industry. Multiple travel companies have already jumped on the bandwagon and rest are planning to do the same. One of the simplest ways to improve customers’ booking experience is to offer personal recommendations and upgrades based on customer’s interests and preferences. A large number of hotel chains have been leveraging personalized data to offer customizable hotel experiences. A better customer experience increases loyalty rates.
Respond to a large volume of calls is a pretty challenging task for travel companies as they include handle reservation, perform booking and reply to customer inquiries along with providing a seamless, personalized experience. In addition, the travel industry observes seasonal fluctuations and need a flexible solution that can be scaled up or down with demand. To solve this issue, travel companies often sign up for cloud contact center solution that offers blended calling solution and outbound call center software to the industry. For example, Travel Triangle, a renowned travel company decided to go with cloud-based providers to avoid any installation on their premises. It not only enables the company to route calls to the right department or team but also handle specific queries and connect travel agents at multiple locations.
Maintaining loyal customers is even more important than hooking new ones, especially when it is travel industry. Many companies often take help of a reward system to retain their customers, and it is a fruitful practice. The companies offer reward points which can be redeemed for future bookings, to their frequent customer. Some even allow their customers to use those reward points at places, like shopping or restaurants. Such reward programs keep customers satisfied.
Incorporate with multiple providers
Many travel companies are escalating their business by leveraging today’s digital transformation – integrating with other applications to offer travelers an all-inclusive travel aspects in one convenient place. For example, many companies improve customer experience by integrating cab/taxi booking services and apps with their mobile apps. It makes easier for travelers to hop from one place to another or get to and fro from railway/bus station or airport.
Technology has enabled travel companies to take customer experience to the next level. Be it virtual reality or chatbots, travel companies can smartly use technology to impress and engage their customers. Chatbots enable travel websites to quickly respond to any queries a customer might be facing during booking or research process.
In a nutshell, the travel industry has multiple ways, solutions, and tools to keep their customers happy and engaged. Customers value good service and returns for their loyalty. Sticking to these two points is guaranteed to improve customer support.