Category: Verve Products
Use of Contact Center Software for Travel Industry - CONTAQUE™
The Travel & Tourism sector contributed to 10.4% of global GDP in 2017 and is forecast to rise by 4.0% in 2018. Providing superior customer experience across multiple channels has become the first priority for the Travel and Hospitality industry.
The rise in online bookings, chat assistance are some trends that cannot be overlooked. Phone support is something that cannot be replaced completely with the digital transformation. Customers use call medium to have a better understanding of travel itineraries, make modifications in itineraries, make bookings, get quick assistance and many such other reasons. As a Travel firm, you have to get some way out to address your customer issues on time. A Call Center software allows you to improve the efficiency of your inbound calling campaign. With Call Center Software you can route the incoming calls to the most appropriate call agent in less time. Time is precious and no one likes waiting too long to get assistance. Investing in call center software is a good decision if you are planning to improve the First call resolution rate.
You have to call your customers on numerous occasions whether it be for making a gentle reminder for payment or wishing them on their birthday. Outbound Calling is a major challenge for most travel companies. Your operational team may need to call your customers to confirm if your travel guests have reached the planned destination on time and without any difficulty. Maintaining a high level of customer satisfaction is a must for the Travel industry. Outbound calling features like voice blaster, call back, predictive dialer are much sought for in the Travel industry.
A report from Zendesk suggests that organizations that use call analytics to track support team metrics reduce their resolution times by an average of 16 %. A call center software provides detail analytics of call your inbound and outbound calls.
Travel features -
- Multilingual and Multi tenanting architecture
- Social Media Integration like Facebook, Twitter, etc
- Email / SMS / Web CRM Integration
- View and Schedule own callbacks
- View calls in queue
- Skill-based call called distribution
- IVR broadcasting