Why Do Travel Agencies Use Cloud Contact Centers?

The travel industry is growing at a fast pace and the need to improve your business is ever increasing.

Gone are the days when if someone wanted to travel, they would go to an agency and browse the brochures. Now, all that information is available on the Internet and in numerous digital channels. As consumer reach increases, so does the competition in the industry. But what exactly does a travel agency need to better connect with potential clients? A simple answer to this is to implement an omnichannel cloud contact center for your business.

What Does Today’s Traveller Need?

Currently, most customers do not visit a travel agency and book tickets or make inquiries physically, they do so through digital channels such as WebChat, WhatsApp, email, SMS, web or by phone.

For many people, traveling has become more than just enjoying a vacation. This means that customers want more detailed information about the service they are going to receive. Although there are many options available on the websites for different travel packages, it takes a lot of time to browse for the perfect package that meets your travel needs.

Customers are looking for a more convenient and faster way to plan their trips. They need the advice of someone who has more experience in the sector and who can find the ideal pack for them. This is where the role of the agents comes in, who offer the best guidance and facilitates the research work for the traveller.

What Benefits Does a Cloud Contact Center Offer Travel Agencies?

1) Improved communication

It is important that the traveller obtain as much information as possible before deciding on a travel package. Although there is a lot of information available on the website that you can browse through, nothing compares to having a conversation with a real person.

An efficient call center agent knows how to convince a client and what meets their needs and expectations. Therefore, he can help you choose the best offer according to your requirements and budget.

2) Better Customer Service

The travel industry thrives on good customer service. Successful hotels, airlines and agencies offer a superior customer experience (CX). Today’s travellers tend to communicate through various communication channels to get the information.

With a cloud call center, they can have an omnichannel integration to better serve their customers.

In addition, customers connect to the support center for multiple reasons, such as receiving real-time updates on their reservations, getting expert advice, solving any problems, etc. Being always available to attend to customer needs gives them optimal CX.

When the customer gets a great experience with a company, he comes back for future bookings and even recommends it to others, which are of great importance for the business, since the competition increases day by day and every new loyal customer counts.

3) Increased Productivity

With a cloud-hosted contact center, all calls and user interactions can be tracked. If agents have the customer’s history on the screen at all times and resume their inquiry at the point of contact where they left it, the customer experience will improve exponentially.

With more satisfied customers, productivity is bound to increase. A traveller who has had a good experience before will return to the same company when he decides to make new plans.

When the customer gets a great experience with a company, he comes back for future bookings and even recommends it to others, which is of great importance for the business, since the competition increases day by day and every new loyal customer a count.

Also, he will recommend it to other people willing to travel. With a cloud contact center, agents can also work remotely. As long as they have Internet access, they can use all the features of the cloud call center on multiple devices.

4) Saving Customer Time

Always keep in mind that a client calls because they don’t want to spend hours browsing a website to find the ideal package for them. Therefore, valuing his time is very important.

With a call center in the cloud it is possible to offer fast and efficient solutions. Also, with the integration of CRM software with a hosted phone system, agents will get all the necessary information about the customer they are dealing with.

When agents have relevant customer data, they can add a personal touch to the service the customer appreciates. In addition, the agent will not waste time collecting basic information about the customer because it will always be on the screen.

The reservation becomes easier for the client, either through a call or any other communication channel of his choice, since he does not have to search the website for the right plan, but the agent will guide him to the ideal package that meets your travel needs.

5) Improved Functionalities

Implementing a cloud contact center means that all cloud functionalities can be used, such as IVR, integration with different software, multi-channel communication, high scalability and portability, etc.

Plus, all your data can be saved in the cloud, which means you never have to worry about losing a single customer’s data. Omnichannel communication can also be provided to users so that they can connect with the agency through the channel of their choice, improving productivity.

Likewise, expanding or relocating the company will not be complicated. Since hosted call centers do not require any hardware, not only is cost saved, but scalability is also facilitated.

Conclusion

The travel industry is rapidly evolving. As the world increasingly goes digital, customers will demand even more personalization in the future. To keep up, this industry needs to adapt to new technologies in order to gain a competitive advantage. Providing customers with multi-channel communication and prompt service will lead to great customer service.