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
2020 Buyers Guide Cloud Contact Center Solutions
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
|10.)||Lieber & Associates|
Technology Acquisition Consulting
L&A provides vendor-independent counsel to select, contract for, design, test, and implement cloud and premise-based systems. The firm has experience with all major vendors and many smaller ones. Lieber & Associates' technology consultants are contact center systems specialists with several decades of experience each.
MyCallCloud has 79,600+ Hours In Contact Center Software Up-time and is made of caring professionals with 60+ years of experience. If you need robust, stable, and user-friendly hosted (or premise) Cloud Contact Center Solutions, give us a call.
We provide ongoing consulting to assist clients to more effectively manage Inbound, Outbound and Blended calling with their on-site -or- remote staff. Integration solutions are many and are provided at low, or at no cost when on-boarding. Multi-channel, cutting-edge contact center solutions such as SMS, IVR message blasting (with Text-to-Speech), FB messaging, and other services such as No-Dial (voicemail delivery to cell phones without rin...
PH: (888) 663-0760
Puzzel Contact Centre
Puzzel builds on over 20 years` of heritage. It was one of the first pioneers to develop a cloud-based contact centre. Today, Puzzel combines omni-channel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age.
Puzzel`s omni-channel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web-chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions. As a result contact centre agents and other parts of the business can access corporate systems such as customer relat...
PH: +44 333 300 0066
Tegsoft Cloud Contact Center
Tegsoft is an omnichannel cloud communication platform that helps companies interact best with their customers, specifically focused on Customer Experience and Net Promoter Score.
It helps companies to manage voice, text (SMS, email, webchat, and chatbot) and social media channels for customer communication within a single Agent web interface.
Thanks to its integrated CRM structure and omnichannel capabilities, our solutıon identifies the customer and consequently provides contextual information to customize the customer experience. Tegsoft also helps improve Customer Satisfaction by providing embedded NPS survey tools.
Tegsoft has a variety of ready-to-use integrations with other...
View more from Teleperformance
Recent Blog Posts:
|Key Points: The CX Lab’s 2019 Global CX Survey||March 31, 2020 5:00 AM|
|High-tech, High-touch for a Better Customer Experience||March 3, 2020 5:00 AM|
|The World of Retail is a Ground for Innovative CX||February 11, 2020 5:00 AM|
|Getting in Touch with Tech and the Human Experience||January 30, 2020 5:00 AM|
|Cruise Control: Latest Dispatch from the CX Lab||January 9, 2020 5:00 AM|
|Delivering Exceptional Service through Emotional Intelligence||December 17, 2019 5:00 AM|
|Simpler, Faster, and Better Chat Experience||December 12, 2019 5:00 AM|
|Customer Experience in the Time of Feedback||October 31, 2019 5:00 AM|
|Welcome Innovation with TIEC!||October 17, 2019 5:00 AM|
|The Human Experience is Essential||July 4, 2019 5:00 AM|
Upcoming EventsSubmit Event