Travel is a very competitive sector. The main highlight is how amazing the experience you give your customers is.
If your customers experience is positive, they will come back again. They will also recommend your brand to their friends and acquaintances.
In the absence of a simplified customer support system, it becomes difficult to meet customer expectations and ultimately enhance customer satisfaction.
In this post, we are going to talk about 3 ways you can provide the best customer support and raise the bar for your travel agency.
Here are the topics covered in this article:
- How can you provide the best customer support
- Try to reduce the response time
- Offer self-service capability on your website
- Provide Omnichannel Support
- Travel Helpdesk – One point of contact for all customer support communications
How can you provide the best customer support
Here are commonly used methods that travel agencies can use to provide more streamlined support to their clients.
1. Try to reduce the 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.
The average response time depends on the industry that meets your needs and based on the communication channel. However, according to statistics, the average response time for a live chat is 45 seconds, and for an email, it is 2-4 hours.
If you want to improve the customer experience, reduce the time your agents take to respond to each customer.
Our ticketing system can help you simplify your support processes and ensure faster response times. Here’s how.
By using features such as ticket management, you can achieve greater efficiency in the ticket routing process. You can quickly create, filter and search for tickets. Overall, it brings more transparency to the ticketing process and reduces the time it takes to resolve each query.
You can take advantage of canned responses, too. These are predefined answers or messages to common customer inquiries. Having preformatted messages will enable you to respond more quickly.
Having a live chat job can also come in handy. It enables conversations with your customers and helps you solve their queries in real time.
2. Provide the ability for self-service on your website
More and more customers today want the ability to use self-service functions instead of having to speak with a support agent.
With their self-service knowledge base, they can get instant answers to their questions. A knowledge base is a library that contains information about your product or services. Here are some of the benefits of having a knowledge base.
As the knowledge base gives your customers a chance to solve problems themselves, it enhances their experience and improves the satisfaction rate.
A knowledge base is also a good way to build brand credibility. Improves brand recognition and generates trust. With content at heart, you can become an authority in your specialty.
It is also a good way to provide 24*7 availability on your travel website. If you have international clients in different time zones, you can provide them with assistance at any time.
With well-written and well-organized articles and tutorials, your customers can easily access them. This, in turn, will reduce the number of phone calls you receive per day.
With the knowledge base, even very small queries are resolved without the help of a support agent. In this 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 communicate through multiple platforms, whether it’s via email, social media, or a contact form.
Omnichannel customer support provides your customers with a unified experience across all the channels they use.
Having omnichannel support opens up more options for your customers to interact with your brand. It also helps in creating a seamless experience that is beneficial for support agents and customers.
Omnichannel support also improves customer retention and quick problem resolution.
Travel Helpdesk – One point of contact for all customer support communications
The help desk organizes support interactions to help your travel business respond quickly to your customers. Some additional benefits of having a help desk include:
- Simplified ticket routing process
- Allocate tickets to the right agent
- Internal cooperation to respond to tickets quickly
- Rescue tickets with knowledge base
- Manual Process Automation
Here are some common features that most help desk software offer:
- the tickets
- Self service, serve yourself
Whether it is flight booking inquiries or hotel booking inquiries, the travel ticket system is ideal for stabilizing workflow processes.
It helps bring more efficiency to the way you deal with support and ultimately enhances the customer experience. To get the most out of a help desk, it’s important to do detailed research.
When choosing a help desk, consider not only its features and functionality, but also how easy it is to use the software.
Mr. Molik Shah is the founder of DeskXpand, an integrated ticket management system that comes with the right tools to provide a seamless and cost-effective customer experience for the ticket system. Molik is a tech enthusiast and writes about different aspects of the customer support platform.