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IVR Based Helpline System for Hospitality Industry - Cheena Shekhawat - ContactCenterWorld.com Blog

IVR Based Helpline System for Hospitality Industry

Technology  is advancing at faster pace than ever before, and this is changing both the expectations of  patron as well as the way in which the hospitality industry conduts its business. Some of the trends in industry are leading to great improvements and savings for hospitality industry companies. India is one of the digitally advanced countries when it comes to planning travel itineraries or booking services online. Travelling industry is thrusting hard to satisfy the quench of travellers as per their convenience.

The hospitality industry is growing for multiple reasons, such as family trip, increasing the number of solo travellers, and even business trip planners. Each traveller may have their questions, queries, and concerns regarding their trip.  The travel and tour agency needs to ensure that each customer is attended professionally. In this case, IVR based helpline solution is most significance telecom solution for each traveller.
 
An IVR is an inbound solution to enable the customers to reach out to the organization for support and other customer services. The customers can use the dial pad or get help through speech recognition. IVR systems are telephony menu systems that use either speech-recognition or touch-tone technology to enable the identification, segmentation, and routing of callers to the most qualified agents. With such a tool, both brands and customers benefit from optimized customer service practices.
 
Let us take a simple case of flight booking. Someone wants to book a flight ticket and calls up their travel agent to book this ticket. As soon as the welcome greetings are done with, the travel agent’s phone system would announce ‘To book a new flight ticket, please press 1’.
 
For example, after ascertaining the fact that the caller wants to book a new flight ticket, the airlines/travel agent’s phone system could ask, ‘For new domestic flight bookings, please press 1. For international flights, please press 2.’ 
 
This quality growth by the introduction of IVR is not only attracting domestic travellers but is also expecting a surge in a number of foreign travellers.
 
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Publish Date: January 29, 2020 7:59 AM

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