Like many others, I am just getting back from a wonderful summer vacation. Time away from work is a great way to de-stress, travel, and visit with friends and family. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver the highest level of customer service.
Bright Pattern works with several of the travel industries’ top providers, and we understand the ongoing need for seamless omnichannel communication and software that provides a competitive edge.
Engage Anywhere on Any Channel
Travel customers are on the go when they are trying to access information. When I arrived in Miami for my summer vacation I quickly realized I didn’t know where to go to pick up my pre-purchased rental car. Luckily their email communications provided excellent directions to the airport shuttle. They even had the option to SMS/text the rental car facility to schedule a quicker pick-up and to notify them of which terminal you are at. I was easily able to find all the information I needed via email, SMS, and voice, and I was off in a snap with a great start to my vacation!
Having seamless omnichannel communication is crucial in the travel and hospitality industry because customer loyalty is fleeting. There are many providers out there. If you are not delivering great experiences, customers will leave without thinking twice. They are also likely to post negative reviews when arriving home from their trip.
When I was traveling home, my flight from Miami to Chicago was delayed, causing me to miss my connecting flight to LAX. The travel site I had used to book the flights texted me an update and included links to later flights that I could take, and I was able to choose and confirm the new flight after the plane had landed.
There were click-to-call buttons to talk to someone for help, but everything was already set up so well that I didn't need to use it. Because I had also subscribed to the airline's SMS notifications, I got the same updates plus a message that I had been placed on the next flight out at 9:30 p.m. and to talk to the airline attendant for more info. The attendants already knew who was missing a connecting flight and they announced the name of the attendant to see.
When I went up to her, she asked for my name, handed me the new boarding pass, and told me which gate to run to. Having all the alerts and automating the process of getting the new flight booked decreased my panic and frustration. On the back end of things, the airline had all their communications in order, eliminating confusion and saving everyone time.
These example prove how critical customer communications are within travel and hospitality industries. Logistical issues are bound to happen. If providers prepare their communications for when these issues arise, they can wow customers with advanced service and create lifelong customers. With Bright Pattern, we can bring this vision to life with our truly seamless omnichannel platform with inbound and outbound voice, video, email, chat, SMS, and popular global messenger apps.
For more information, view our solution for travel and hospitality contact centers.