The travel and tourism industry is booming, thanks to new revenue streams created by the sharing economy and digital business models.In the tourism industry, customer service outsourcing can be the differentiator for companies that need to cut costs, improve multi-channel marketing and customer communications, and increase customer loyalty. Outsourcing can help your company enhance operational efficiency, ensure timely service delivery, and achieve high customer satisfaction and retention.
When it comes to customer service, the new-age travelers, including the highly mobile millennials want the ability to choose and use the Customer Service (CS) channels of their choice. CS channels which can handle their issues swiftly, fairly, and with the least amount of effort. With increasing competition in travel space, outsourcing your CS helps you to focus dedicatedly on other key aspects of your business, while your customers are taken care by professional, experienced, and competent outsourcing partners.
Introduction To Travel Tech Customer Support
The coronavirus pandemic has hastened the impact and reach of digitalization of travel related interactions and transactions by leaps and bounds. Travelers have inched closer to technology, have become more tech-savvy and demanding. According to research, 57% of them want a single website/app for all their planning, booking, and travel needs. With increased reliance on technology, the human touch points between travel companies and travelers have reduced significantly.
One of the key touch points that remains crucial and relevant currently, for both, the travelers and travel companies, is the Customer Service and Customer Service will continue to emerge as key differentiator between companies in a highly competitive travel market.