Keeping up to get ahead.
The travel and tourism industry moves at a frantic speed. Holidays are over in a week, flights move at 600 mph, and customers can hang up or close a browser in less than a second.
Consumer habits are changing. The choice is greater than ever, and it’s easy for a prospective customer to call another number or flick to another website. And what’s worse, the stakes are high – unhappy customers can let the world know instantly through social media and review sites.
Today’s comms technology, however, offers ‘quick win’ opportunities for travel executives to keep up with the industry’s frenetic pace, streamline customer experience and deliver immediate bottom-line benefits at the same time.
1. Intelligent Call Routing for better conversations
Calling is still a popular method of finalising a booking in the travel industry. When a customer call comes into your contact centre, you have a ‘use it or lose it’ opportunity to impress.
Ideally, the caller should get through first time, to the right department and without delay. But does this always happen? It’s expensive, time-consuming and near impossible to provision expert resource to answer every call and hit KPIs without having to transfer to other agents. Intelligent Call Routing allows you to automate the decision-making on which call is routed to which agent and when. Ultimately, implementing your business rules to inbound calls means customers always connect with the most appropriately skilled agent in the swiftest time possible.
2. Proactive Web Chat to progress online conversations
Your website is often the first place that a new booking or attempted transaction begins.
Sometimes customers can piece together the perfect holiday on their own through your website. When they can’t, a ‘live’ travel agent in their web browser to assist them can prevent navigating away or switching across to an aggregator website.
Proactive Web Chat can be operated by customer service agents or web specialists, in line with your team’s expertise. You set the criteria for when and where a ‘live agent’ appears, based on the customer’s web-page hover time or according to when you have spare agent capacity in the contact centre.
3. PCI compliance for credit card bookings
Offering a smooth payment process is vital for the customer, but ensuring your back office procedures and systems are PCI DSS compliant, without burning margin is essential for business performance.
The quick-win solution is to keep your conversations in the contact centre where calls can be recorded, but de-risk your credit card transactions by taking payment outside of the contact centre. For example, moving your booking line telephone numbers to the cloud ensures your business gains instant PCI Level 1 compliance, without having to disrupt the contact centre or re-train agents and without the need for any additional back-office infrastructure.
The cloud payment functionality offers further advantages to ensure customer security with muted keypad tones protecting credit card details when they are entered, plus direct access to credit card gateways for payment processing.