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.
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 :
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: