Travel is a highly competitive sector. And the key differentiator is how great of an experience you provide your customers.
If your customers have a positive experience, they are going to come back another time. They will also recommend your brand to their friends and acquaintances.
In the absence of a streamlined customer support system, it becomes difficult to deliver on customer expectations and ultimately enhance customer satisfaction.
In this post, we will talk about 3 ways you can provide the best customer support and level up your travel agency.
Here are the topics this article covers:
- How You Can Provide Best Customer Support
- Try Reducing Response Time
- Offer the Ability of Self-service on Your Website
- Provide Omnichannel Support
- Travel Help Desk – One Point of Contact for all Customer Support Communications
How You Can Provide Best Customer Support
Given below are commonly used ways that travel agencies can use to provide more streamlined support to their customers.
1. Try Reducing Response Time
When it comes to support, speed is very important. Customers expect you to be provocative in understanding and providing solutions to their queries.
Average response time depends on the industry you cater to and based on the communication channel. However, as per statistics, the average response time for live chat is 45 seconds, and for email, it is 2-4 hours.
If you want to improve customers’ experience, work on reducing the time your agents take to reply to each customer.
A travel ticketing system can help you streamline your support processes and ensure faster response times. Here’s how.
With features like ticket management, you can bring more efficiency to the ticket routing process. You can create, filter, and quickly search for tickets. Overall, it brings more transparency to the ticketing process and reduces the time you take to solve each query.
You can leverage canned responses as well. These are predefined answers or messages to commonly asked customer queries. Having pre-formatted messages will enable you to reply much more quickly.
Having the functionality of live chat can also be beneficial. It enables conversations with your customers and helps you to solve their queries in real-time.
2. Offer the Ability of Self-service on Your Website
More and more customers today want the ability to use self-service functionality instead of having to talk with a support agent.
With a self-service knowledge base, they can get instant answers to their questions. The knowledge base is a library of information about your product or services. Here are some benefits of having a knowledge base.
As a knowledge base gives your customers a chance to solve problems on their own, it enhances their experience and improves satisfaction rate.
The knowledge base is also a good way to build brand credibility. It improves brand recognition and generates trust. With content at the heart, you can become an authority in your niche.
It is also a good way to provide 24*7 availability on your travel website. If you have international customers with different time zones, you can provide them with help at any time.
With well-written and well-organized articles and tutorials in place, your customers can have easy access to them. That will in turn reduce the number of phone calls that you receive on a daily basis.
With a knowledge base, tiny little queries get solved without a support agent’s help. That way, you can reduce the total volume of customer support tickets.
3. Provide Omnichannel Support
Customers no longer use a single channel to communicate with brands. They get in touch from multiple platforms, whether it is email, social media, or contact form.
Omnichannel customer support provides your customers with a unified experience across all channels they use.
Having omnichannel support opens up more options for your customers to interact with your brand. It also helps create a seamless experience beneficial to your support agents and customers.
Omnichannel support also improves customer retention and speedy resolution of problems.
Travel Help Desk – One Point of Contact for all Customer Support Communications
A help desk organizes support interactions to help your travel business respond quickly to your customers. Some of the additional advantages of having a help desk include,
- The streamlined ticket routing process
- Assign tickets to the right agent
- Internal collaboration to reply to tickets quickly
- Rescue tickets with a knowledge base
- Automate manual processes
Some common features that most help desk software will offer are the following:
- Help widget
Be it flight booking queries or hotel booking queries, a travel ticketing system is ideal for fastening the workflow processes.
It helps in bringing more efficiency to the way you handle support and ultimately enhances the customer experience. To achieve the maximum benefit from a help desk, it is important to do detailed research.
When choosing a help desk, consider not just its features and functionality, but also how user-friendly the software is.
Mr. Maulik Shah is the founder of DeskXpand, A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience for the travel ticketing system. Maulik is a tech enthusiast and writes about the various aspects of the customer support platform.