Focusing on customer service is an essential element of success in the travel industry. While travelers consider a host of options like tailored holiday packages, discounts and deals, it is the customer service that eventually contributes to the success of travel companies. Before traveling, people come up with a number of questions regarding budget, transportation, best time to visit a place, accommodation, popular eateries, etc. The first step is to give them the right guidance that contributes to their purchase decision. Most online travel companies either have a dedicated call center to address such concerns of customers or they utilize call center outsourcing for more efficiency in handling customer queries.
The significance of a strong online reputation
With an increasing inclination of people to use online channels for travel booking, companies need to initiate decent online support to their customers. As per Forrester, 44% of online consumers say that having their questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer. Live chat support service has a significant role to play in that context.
In addition, when people make travel booking online, they choose service providers that have the best customer feedback. In contrast, having bad online reviews damages a brand’s reputation and turns its customers away. A Tnooz research article depicts the following key findings for that matter.
- 95% of respondents read reviews before travel booking.
- Leisure travelers read an average of 6-7 reviews before booking.
- Business travelers read an average of 5 reviews before they book a travel package.
Thus, it is essential to maintain a convincing online reputation that brings customers in towards the brand.
Opportunities on social media
Many businesses apprehend that social media is just about Facebook. While Facebook is important, it is recommended not to underestimate the potential of benefits, other channels offer. As per a twitter blog, 44% of consumers are more likely to learn about a new travel brand on Twitter. As people spend time on social channels, they are more likely to ask questions to companies through the same media. Effective social media support goes a long way to bring in more conversions. Also, it is crucial to comprehend where your target audience is because once that is defined, a social media strategy can be made around it.
Thus, customer service is the key factor that determines whether customers choose you or your competitors. GizmoSupport has 12+ years of experience working with respected brands. We provide outsourcing services for call, live chat and social media support and help our clients build stronger relationships with their customers. Contact us to create a notable space for your brand in the market.