OTAs must improve customer experience - Teleperformance - ContactCenterWorld.com Blog
Customer behavior is increasingly complex. There is more cross-cultural and sectorial activity. There are also new channels for customers to use. Different generations prefer different types of interaction. And on top of that, there are changing regulations all over the world.
In order to understand changing customer behavior, the CX Lab at Teleperformance has undertaken extensive research. This research cuts across a number of countries and a variety of sectors. With the data collected, companies can more thoroughly understand what they need to do in order to ensure a superior customer service experience.
In particular, the Online Travel Agency (OTA) sector is extremely competitive. Companies that want to excel need to make sure that the experiences they provide their customers are exceptional.
On average, the OTAs analyzed offer their customers 4 channels on which to communicate. This is less than the average of other sectors such as airlines and credit cards. According to the CX Lab, the channels most preferred by customers surveyed are voice (58%), email (23%), and chat (11%). Despite the fact that chat is the third most preferred channel, 70 percent of OTAs analyzed do not offer it.
All companies in the OTA sector offer social media channels to communicate. Most customers of OTAs post on TwitterTM. But social media channels are tough on OTAs. Sixty-five percent of all posts on social media concerning OTAs are negative. In addition, it takes most OTAs a long time to respond to customer concerns (15 hours on FacebookTM and 12 hours on TwitterTM).
Teleperformance can help OTAs communicate better with their customers. Learn more about how we can help you.
Publish Date: January 21, 2017 5:00 AM
|All Suppliers||Get Listed|
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
(VIEW OUR PAGE)
HigherGround develops data collection, information storage, and interaction analytics solutions that easily transform data into actionable intelligence, enabling operational optimization, enhanced per...
View more from Teleperformance
Recent Blog Posts:
|The Human Experience is Essential||July 4, 2019 5:00 AM|
|Empowering Your Customers||July 2, 2019 5:00 AM|
|The Friction Hunters: Inspiring a Positive Impact on Customers||June 27, 2019 5:00 AM|
|Gaining Competitive Advantage Through Human Interaction||June 3, 2019 5:00 AM|
|A Primer on Customer Centricity||May 23, 2019 5:00 AM|
|CX Trends||May 21, 2019 5:00 AM|
|Ensuring Relationships, Rebuilding Customer Confidence||May 7, 2019 5:00 AM|
|In Numbers: Human Connection in Digital CX||March 20, 2019 5:00 AM|
|The Changing Expectations of Customers in Today’s Digital Climate||February 28, 2019 5:00 AM|
|Humans In CX: Which Kind Of Customer Interactions Should Not Be Automated?||February 21, 2019 5:00 AM|