Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Hospitality Industry

CustomerServ’s Hospitality and Hotel Call Center Vendors Deliver Personalized, High-Touch Experiences

Modern travelers have a wide variety of options for researching accommodations, vacation rentals, resorts and extended stay properties. But whether they begin the process on a website, mobile app, via a chatbot or digital assistant, they expect their preferences and information to smoothly and seamlessly transfer to the final booking stage, often with a live agent.

Integrating customers’ data across multiple touchpoints and channels continues to be a top challenge but it is one that has become a priority within the hospitality industry. While technology is key to optimizing the personalization process, the human touch is vital, especially when it comes to bespoke experiences. More airlines are ensuring that live customer service agents are on hand to deliver this essential one-to-one human connection.

Customer Service Challenges for Hospitality

The hospitality industry, like other travel related businesses, experienced a severe downturn in business in 2020 resulting from the COVID-19 pandemic. Even as the industry returns to normal business operations, hotel stays will never be the same with new restrictions, mandates and protocols. Customers are ever more selective and  the customer service call center agent is typically the one human connection that travelers can rely on to alleviate concerns about their reservations and personal needs. Hospitality companies must focus on :

• Providing round-the-clock access to multiskilled agents who can handle a wide range of issues, from booking, confirming itinerary details, changing reservations, and dealing with other service concerns.
• Hiring compassionate, empathetic and well trained agents who can quickly resolve customer service issues. 
• Providing extensive sales and service training so that agents can identify relevant upselling and cross-selling opportunities and deliver personalized recommendations that convert into bookings.
• Capability to quickly ramp-up or down call center staffing to match planned, and unplanned call volume spikes.

CustomerServ’s Call Center Vendors Provide Best-in-Class Support for Hotels

CustomerServ’s BPO vendors support a variety of leisure, business and other travel related hotel and hospitality needs. CustomerServ’s travel and reservations call center vendors provide the following services:

• Inbound reservations sales and bookings
• Customer service and issue resolution
• Concierge & status support
• Loyalty programs and member support
• Complaints and escalation desk
• Corporate travel desk
• Live chat
• Email support
• SMS support
• Mobile app support
• Social media support
• Multi-lingual in over 50 languages
• US Based, near-shore and off-shore support
• PCI and SOC II compliance
• Site based and work-at-home agents