Customer Service in
the Travel Industry
Challenges
Travel, transportation, and hospitality are some of the most customer-centric industries. Customer service is essential in defining a traveler's overall experience. However, customer service operations in the travel industry often face several common problems.
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Lack of personalization: Customers are often seen only as transactions instead of individuals with distinct needs and preferences.
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Complex travel booking processes: This can cause confusion and frustration among customers and lead them to contact support.
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Delays, cancellations, and other unforeseen circumstances: These can cause significant disruptions to travel plans, leading to dissatisfied customers and unexpected peaks in customer inquiries.
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24/7 nature: Customers expect to be able to get service around the clock, whenever they need it, which can be difficult for businesses to manage efficiently.
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Customer expectations: Customers expect prompt, personalized, real-time support through their preferred channels and service in a language they can understand.
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These challenges are examples of what can impact the quality of customer service and negatively impact customer experience in the travel industry. Businesses must adopt new technologies and develop their internal processes to overcome these challenges, improve their overall customer satisfaction, and ensure customer retention.
The Fluentic app enhances customer support experiences, fostering long-term relationships. Additionally, it streamlines internal processes, ensuring greater efficiency and cost savings.
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Contact us for more information and references.
Why
automate multilingual customer service
Traditionally, travel businesses have invested in language training and interpreting services and focus on language skills when recruiting staff. It is hard to predict which languages will be in demand and in what volumes at any given time, meaning that some agents will have long queues, and others will be idle. National and religious holidays also limit the availability of customer service staff.
While phone calls are crucial for managing the most complex and sensitive customer cases, they tend to be the most expensive and generally the least efficient means of communication. Shifting more customer interactions to digital channels saves time and increases the cost-effectiveness of customer service operations.
Fluentic’s AI-powered Salesforce translation solution for customer service automation helps solve many of the common problems in the travel industry. Our travel industry clients have experienced several benefits since implementing the Fluentic app.
Benefits
Fluentic's AI-driven translation solution for multilingual customer service addresses many common challenges faced in the travel industry. Below are some advantages our clients have seen since implementing the Fluentic app into their customer support operations.
Cost savings
By removing language barriers, customer support operations can be handled more cost-efficiently from a centralized location, enabling 24/7 customer service.
Faster response times
Queuing times are shorter, and customers get answers to their questions faster, leading to better customer satisfaction.
Low agent downtime
Better customer experience
Providing customer support in the customer’s preferred language helps build loyalty and trust, leading to increased brand preference and higher customer retention rates.
Any customer support agent can serve any customer and handle many cases simultaneously. Resulting in low idle time between calls for agents, which leads to improved efficiency and time management.
Ability to react quickly
With centralized, scalable customer support, travel companies can quickly react to sudden peaks in customer inquiries, with agents handling customer inquiries in multiple languages simultaneously.
Using the Fluentic application can also help uncover insights, such as:
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Which languages have the most demand once more language options are enabled
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What are the most popular customer service channels once more digital channels are enabled
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How many more customer cases can each support agent solve when the language restrictions are removed
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How much does the CSAT (customer satisfaction) score improve when each customer can get service faster and in their preferred language
Let’s
work together
Want to hear more about how Fluentic can benefit your business?
Contact Fluentic for references from the travel industry and to discuss your specific needs.
Let us show you how Fluentic can help your business.
