5 Reasons Why Travel Companies Are Outsourcing Customer Care
In the era of Airbnb and Arrivedo, travelers are savvier than ever. They know how to bypass conventional travel industry paths to find deep discounts. They know which social accounts to follow to find amazing flash sales. They know how to find great deals, and their expectations are being raised accordingly.
In this environment, how can travel companies hope to maintain a competitive advantage?
The answer isn’t as elusive as you may think. In travel, as with so many other industries, the way to gain a competitive advantage when you can’t distinguish your business based on price or product is to focus on offering the best possible customer experience (CX).
In fact, superior customer service is even more pertinent to travel than other industries, since travel companies “bridge a physical gap with their customers” that other businesses don’t, according to a recent Deloitte travel and hospitality industry outlook.
“Hotels are temporary homes for their guests,” the report authors explain. “Airlines fly passengers around the skies. Relationships between travel brands and their customers are heavily built on trust, and businesses which want to drive bookings should strive to do everything in their power to protect this delicately balanced relationship.”
Airlines fly passengers around the skies. Relationships between travel brands and their customers are heavily built on trust, and businesses which want to drive bookings should strive to do everything in their power to protect this delicately balanced relationship.
To achieve the important goal of delivering a great customer experience, many travel companies are choosing to outsource their customer care. Here are a few reasons why that makes sense.
5 Reasons Why Travel Companies Choose Outsourced Customer Care
Reason #1: Better Meet the Evolving Expectations of Your Customers
Today more than ever, the travel industry is “driven by customer demand,” the Deloitte report points out. “But customers’ values, preferences, and expectations are not fixed, nor are they universal. Changing consumer expectations will continue to force travel businesses to adapt in 2017.”
“Customers’ values, preferences, and expectations are not fixed, nor are they universal. Changing consumer expectations will continue to force travel businesses to adapt.” Click To Tweet
Meeting these shifting demands is no easy task, particularly when you’re focused on the bigger issue of running your business. When you partner with an on-demand service provider with a proven track record in both travel and technology, you’re ensuring that you have the infrastructure, expertise and adaptability to meet these demands, without having to invest in expensive technology or training.
Reason #2: Get Access to Top-Notch Travel Agents
Because they have so many options from which to choose, travel customers are more demanding than most consumers. They don’t want to speak to agents who don’t understand travel — and they can tell the difference a mile away. From the coordinating connecting flights to navigating last-minute itinerary changes, it’s essential for the agents you employ to have real expertise in the ins and outs of travel.
With outsourced customer care, you get access to a deep bench of agents who are knowledgeable about the realities of travel. These are skilled travel experts who bring real enthusiasm and experience to solving travel problems or mapping out a great itinerary. They can relate to the travelers they speak to, offering in-depth knowledge of the systems and networks they talk about, as well as real empathy.
Reason #3: Who also Have Great Customer Service Skills
Important as it is to have an in-depth knowledge of the travel industry, your agents should also be good at the basic aspects of customer service. This means having a focus on empathy and problem solving, along with the skills to make sure inquiries are resolved satisfactorily and as quickly as possible — all while still delivering the same friendliness and effectiveness that help ensure customer satisfaction.
For instance, the agents offered by Working Solutions are not only trained in all the aspects of effective customer care, but they’re also continuously given the chance to upgrade that knowledge with a sophisticated program of agent education that’s unique in outsourced customer care. That means they have the skills to deliver the kind of results you need to maintain your competitive advantage.
Reason #4: Offer the Kind of Personalization that Gets Results
No longer just a means to simply boost sales, personalization is now a mandatory business practice. Thanks to expectations set by companies like Amazon and Google, service must now be built around customer preferences and histories — an idea that’s supported by research from Salesforce showing that almost 60% of consumers find personalized messaging “very important to winning their business.”
“60% of consumers find personalized messaging “very important to winning their business.”” Click To Tweet
Intriguingly, the Deloitte report posits that the travel industry has fallen behind on this important issue, pointing out that “most consumers probably do not feel that travel brands offer much personalization, at least not in the way that Amazon provides recommendations based on personal tastes.” That gives travel businesses willing to offer personalization a key competitive advantage.
Reason #5: Access to the Latest Tech, Delivered with a Human Touch
The role of technology in travel is expanding — and with good reason. From the ability to personalize automated recommendations to predictive technology that lets you understand what type of flight or accommodation your customers prefer, technology is a powerful tool for you as well as your customers.
It’s also essential to offer customers access to automated services for basic inquiries. As with every other industry, travel shoppers want the ability to answer simple questions quickly and easily without having to speak to a live agent. Yet when those questions become more complex — as often happens in travel — they also want the option to seamlessly upgrade to a human agent.
Outsourced customer care gives you the technology and the human touch to balance it out, so your customers get the best of both worlds. It also provides instant access to the industry’s most cutting-edge technology without the need for you to make the considerable expense in hardware, software and expertise on your own dime.
Case Studies: Interested in Outsourced Customer Care? We Can Help.
With more than 20 years of experience delivering premium outsourced customer care solutions, Working Solutions has a proven track record of providing exceptional service to the travel industry. When you enlist the help of outsourced customer care services like ours, the sky-high demands of savvy travelers become an advantage, not a liability.
Interested in learning more about how to take your customer service to the next level?
Contact us today to schedule a complimentary consultation with a Working Solutions expert.Contact us.