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Industry: Travel & Tourism
In a buyer-driven market, the ability to stay competitive, differentiate and meet growing customer expectations is critical. Drive revenue by delivering great service over the phone while meeting growing demand for text, mobile web, smartphone and social interaction channels.
In The Business Impact Of Customer Experience, 2012, Forrester Research analysts highlight the upside of customer experience improvements including the fact that a hotel that moves from a below-average CXi (Customer Experience Index) score to an above-average score could achieve more than $1.3 billion in total revenue benefit. And an airline could see revenue increases of nearly $600 million.
Voxeo helps companies in the travel industry, including hotels, airlines, car rental companies and travel agents use technology to improve the customer experience at every step in the process – and subsequently drive revenue, increase efficiencies and control costs.
Example Applications:
Customer self-service. Provide real-time access to information and updates, frequently asked questions, existing reservations, preferences, availability, rates and more. Self-service can be delivered across IVR, text, mobile and even social channels, and customers can seamlessly connect to a department or agent when they require assistance. Integrating mobile channels adds value for on-the-go travelers.
Outbound notifications and alerts. Deliver timely, actionable travel updates, reminders, reservation confirmations, weather alerts and more. And, provide tailored promotions and sales based on individual customer travel patterns and preferences. Outbound notifications can be IVR calls or interactive SMS messages.
Location finders. Use a mobile customer’s exact location to provide the closest hotels, rental offices and more. Location intelligence can be incorporated into voice, text, mobile and social self-service apps.
Auto-Attendants. Use a voice-driven auto-attendant to let callers connect with your business simply speaking the name of the person, department, or office location they want to reach.
Loyalty programs. Ease management of customer loyalty programs with convenient, automated access to balances, rewards, reservations, early check-ins and more. Personalize self-service interfaces based on member status and preferences.
Customer authentication. Use technology such as voice biometrics to quickly and accurately verify a customer’s identity before providing access to sensitive information or prior to transferring to an agent. Enhance security while improving the customer experience and cutting contact center costs.
Customer surveys. Deliver automated customer satisfaction surveys via IVR, text and mobile web following a customer service interaction, visit or flight.
Voxeo solutions enable companies in the travel and tourism industry to improve the customer experience while driving measurable cost savings. The example apps above are just a start. Contact us today about your unique needs.