Vocalcom Salesforce Edition Travel
[Umrahme] Transforming integrated travel solutions with a customer-centric approach
The tourism industry is faced with unprecedented changes due to the health crisis. With the Vocalcom contact center solution, gain the necessary flexibility and agility to adjust quickly to current events and stay connected to your customers 24/7 on all channels.
The tourism industry is evolving—competition is becoming more and more intense, and the health context has created activity peaks within the customer service centers of travel agents, hotels, and airlines. With this in mind, customer satisfaction and customer experience have become key challenges for tourism professionals, who must constantly adapt with more agile practices and flexible contact centers.
Adjust your interactive voice response (IVR) menus or create new wait queues in real-time to adapt to current events and manage your activity peaks (health crisis, weather crisis, strike…). Oversee customer satisfaction with surveys immediately following interactions on different channels, and supervise your data in real-time.
Deliver tailor-made customer service thanks to the intelligent routing of inbound contacts to the most qualified available agents and according to overflow strategies, adjustable in an intuitive administration console. In addition, offer your customers 24/7 self-service through your IVR or via chatbots to confirm a reservation, cancel a flight, or modify a ticket in order to optimize their experience.
Cancel a train ticket by email ? Inform others about a delayed hotel arrival by SMS ? Learn more about one’s flight ? Manage your customer interactions seamlessly on all channels – voice, email, chat, SMS, web forms, instant messaging, and social media – by gaining productivity with media blending. Enjoy a 360° view of your customer interactions in order to offer personalized responses.
Identify your customers quickly by integrating your contact center solution with your CRM or GDS industry tool : facilitate their hotel reservations, give them tips on their travel destinations, identify promotional offers to advertise…in the cloud or on-premise, our solutions guarantee you the flexibility that you need.
