Travel should be a time of excitement and adventure, not stress and disappointment. When experiences fail to live up to expectations, the damage to a brand—a hotel, an airline, a tour company, a resort—can be severe. Online ratings systems help prospective travellers sort through a massive database of accommodations, destinations and service providers, and even a single negative review can be enough to turn someone away.
The migration of business processes and transactions to the online space makes it difficult for companies to know just how well they’re managing the customer experience, and where the most promising opportunities for improvement lie. Fewer interactions today unfold person-to-person, which places added emphasis on a company’s online presence. It also challenges these companies to differentiate themselves and establish customer loyalty.
Through a full suite of BPO services that includes payment processing, social media monitoring and engagement, customer satisfaction surveys and more, VoyceCX brings value to several stages of the customer lifecycle. Our work in the travel and hospitality industry helps streamline the booking process for both customers and clients. When the trip has wrapped up, VoyceCX can re-establish that valuable connection with customers by following up with a customer satisfaction survey or by engaging with them on social media. These services have been instrumental in the brand reputation management and customer experience improvement efforts of our clients in this industry.