In a short time, COVID-19 has besieged lives and livelihoods across the globe. But it has also forced a rethinking of what customer care means in the travel industry for helpless startups and the customer care teams. Suddenly, analyzing customer journeys and happiness metrics to be aware of what customers want has given way to an acute necessity to address what they need. Travel call center outsourcing is a step to move forward with the same.
Customers have come to rely on online companies during the COVID-19 emergency. With so many customers shopping with companies known for providing outstanding customer service, customer expectations have grown, and nothing but excellent customer service will do.
Why is customer service essential for the travel industry?
To better understand the importance of customer service in the travel industry, you must first look at the industry itself. The travel and tourism industry includes all businesses in which customer interactions are a core component of their operations, including but not limited to hotels, bars, resorts, cafes, transport rentals, amusement parks, and tourist destinations. When hospitality businesses such as these fail to see the value of customer service, they usually attract a smaller number of customers and generate fewer sales.
Customer service affects buying decisions.
Countless factors impact whether or not a consumer will buy a service or product from a hospitality business. Among the most potent factors, customer service is one. The McKinsey study tells that nearly 70 percent of all buying decisions rely on how good or bad your customer service is.
Customers are more likely to express a negative experience
Another reason customer service is significant in the travel sector is that it impacts business reviews. Several reports published online suggest that customers are more likely to share a negative experience about a company than a positive experience.
Why should negative reviews be avoided at any cost? Because people search for online reviews — especially for travel companies – before purchasing a product or service. If a hospitality business gets dozens of negative customer reviews, it will depress other prospective customers from visiting their property, availing of their services, or buying their products/ services.
Customer service helps create the difference between you and your competitors.
The hospitality industry is competitive. There are tens of thousands of tourism businesses throughout the country and abroad. However, your customers can differentiate your businesses from your competitors with excellent customer service. When customers have an excellent experience with a business, they will become loyal to that business, thereby increasing future purchases.
Improve Customer Service in your Organization
Travel businesses, in particular, flourish on solid customer relations. This relationship makes customer service imperative across the entire sector. If your customers are not pleased with their experience, this could have detrimental effects all through your business.
The digital customer mindset is creating significant shifts in the travel and tourism industry. It has become easy to engage travelers over digital channels; however, you need well-planned strategies and campaigns to keep customers excited about traveling and create a great customer experience at every stage. Even when they are not availing of any service, make sure they remember you and consider you when they are ready to travel.
You can take your tourism and hospitality business to the next level by outsourcing to Ameridial. We have more than three decades of experience serving travel companies. Together with the latest call center technology, our trained in-house teams have advanced our capabilities to serve travelers, holidayers, and vacationers in the post-COVID era.