Omnichannel Contact Center Software For Travel Industry – You Simply Cannot Do Without It
The travel industry is an umbrella term that covers diverse services such as air, train and surface travel, hotels, holiday experiences, and business travel. Customers no longer turn to travel agents for advice, tips and to find the right service. They go on internet searches, on social media and expect to find the best. They use mobiles and they use desktops. A user may try to find information on Whatsapp, on Facebook and on Google before approaching a specific travel service provider and even then the traveler may choose email, voice, fax or social media to communicate. It would be tough for the travel industry to keep in step with such customers was it not for omnichannel contact software specifically developed for the travel segment. It is a handy tool for an engagement at all points during the customer’s journey.
Engaging the customer
The new age traveler expects personalized and fast service. Hooking travelers fast and first before the competition grabs them can be achieved with the help of an omnichannel contact center solution for the travel industry. Keep track of social media and maintain a presence on Facebook, Twitter, Instagram & Whatsapp. It is more than likely that people are on one or more of these channels. If you are there you can be found. If they are there and are searching you could land the fish before it enters other waters. When you do engage through the channel of their choice it makes them vastly happy. Funnel callers into the IVR, transition to voice, switch to email and then use WebRTC for video interaction to get customers to commit.
At any point in the journey
The purpose of travel industry contact center software is not just to land customers but also to assist them every step of the way with personalized service. Service personnel access customer data from the CRM and can respond on Whatsapp or Facebook or phone, whichever is the communication channel of choice. Such information is often contextual such as flight times or hotel rooms or relevant services when they are in the hotel. It is reassuring for customers to know they are receiving assistance each step of the way. Give them a wow experience and they are sure to heap praises on social media that can work wonders for your reputation.
Between service providers
The travel industry does not have siloed operations. Hotels have branches and they are connected through the omnichannel contact center software. The same software helps them to stay connected with customers and travel agents. This enables travel agents or hotel service staff to offer other relevant services through a seamless link. Everyone remains updated about each other’s position as well as about the customer. You also have access to records for later analysis so you can improve services and address deficiencies. In its contact center software, Hodusoft has created a communication tool that will boost revenues for the travel segment.