Like any other B2C industry, online travel agencies and services must support their prospects before and after any transaction occurs. Travelers require expert support while choosing and booking their flights and reservations. And once travelers arrive at their destinations, they require a quick and easy way to contact their travel services provider with questions or concerns about their reservations.
But unlike most B2C service providers, travel service providers must be able to support their customers anywhere in the world, regardless of where the travel agency itself is located. This unique business model comes with challenges, particularly when it comes to providing consistent, end-to-end client services.
In this article, we explore 4 ways that cloud communications address these challenges and provide travel agencies and services with simple, effective, and affordable ways to provide superior customer service – from fielding initial customer inquiries to supporting travelers once they reach their destination.
International Toll Free Numbers Allow Prospects to Call Travel Agencies from Anywhere – At No Cost to Them
The online travel and services industry necessitates global reach. And while many prospects interact with online travel agencies only through their websites, countless others prefer to pick up the phone and speak with a real person. This is especially true when it comes to regions with low online penetration rates.
In regions like Asia and Latin America, low or slow Internet connectivity means that customers are more likely to take the traditional route when it comes booking reservations: calling the company directly. International toll free numbers provide these customers with an easy way to contact travel agencies at no cost to the caller. Plus, international toll free numbers are formatted to look like regional numbers, which means your customers won’t struggle to dial internationally.
Virtual Numbers Serve as Emergency Hotlines for Travelers In-Country
The relationship between a travel agency and its client doesn’t end when the reservation is booked. Today’s online travel agencies must provide the same level of support once their clients reach their destinations.
Virtual phone numbers provide travel agencies with “emergency hotlines” for travelers who run into problems or have questions about their reservations in-country. Global call forwarding provides the ability to forward calls made to these numbers to an agency’s call center or reservation center – regardless of where it is physically located.
Advanced Call Routing Enables Clients to Reach the Right Agent at the Right Time
Virtual phone numbers come with the call forwarding feature. This enables your business to forward calls made to any phone number back to your call center. Advanced call routing strategies take this feature one step further.
Geographic call routing enables travel agencies to route phone calls to different offices or locations based on the location of the caller, and skills-based routing directs calls to different agents or departments based on the caller’s needs. These advanced call distribution features ensure that calls reach the right agent at the right time at any stage in the booking or travel process.
Live Call Monitoring Supports Superior Customer Service
International toll free numbers and advanced forwarding and routing functionality provide accessibility and convenience to travelers from reservation to arrival. But without key features like cloud call recording and live call monitoring, it is impossible to gain the insights needed to provide superior customer service.
Available with virtual call center software, live call monitoring allows business owners to gauge individual agent-customer interactions in real time and gain insights on agent performance and call disposition. With call queue-level reports, travel agencies can track the performance of specific groups of agents and gather queue-level data, including total calls answered, average call length, average hold time, and more.