Travel Industry
Foresyte saves the day for travel clients.
As travel demand surges, more people are booking flights and planning vacations in the hopes that global travel will be back to 'normal.'
As the world prepares for post-pandemic life and travel bookings are rebounding, travel companies are flooded with requests. Contact centers are understaffed and underprepared. After years of fluctuations, the travel industry is trying to rebuild.
More businesses are relying on new technologies to meet the increasing customer demands, provide better customer service, and make up for lost time and profits.
Travel Companies Are Overloaded
There's never been a greater pent-up demand for travel.
For a long period, vacations were impossible, family trips weren't allowed, and even business travel was (mostly) banned. Travelers are eager to book vacations.
As restrictions lift, people are quickly booking trips. Travel companies are experiencing a slew of new customers, phone calls, and bookings.
Low Staff Is Leaving Travel Companies Under Water
There are just not enough call center agents to meet the growing demands.
Many companies in the travel industry have been in survival mode. For many, surviving meant drastically cutting staff members. All of a sudden, the travel demand is back, and there are not enough people to help customers.
In an attempt to salvage business, new call center agents are being aggressively hired but without adequate training.
Customer Experience Is Still #1
Customer service cannot be sacrificed.
The only way travel companies can start to regenerate lost profits is with satisfied customers. Talking to the customer service representative, waiting for someone to answer a question, and the agent's ability to correctly address concerns will alter a customer's holistic perception of their experience.
How Can Technology Help?
Call center technology can identify high-value customers and route them to more experienced agents.
Technology is an asset to the operations teams. It makes doing their jobs easier, more effective and allows them to handle more customer interactions with less staff.
Centers are implementing "call me back" and "scheduled call back" technology. This allows the customer to continue their day without waiting on hold.
Technology can understand the customer's context. New call center technology can detect the reason a customer is calling, provide the agent the customer's context, prepare the agent with actionable data.
RECLAIM YOUR TRAVEL REVENUE
Foresyte helps travel brands navigate the surge in demand with real-time intent signals and predictive customer context.