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News : Travel Firms to Enhance Online Engagement with Customers

#contactcenterworld

London, UK, Nov 2, 2021 -- Travel companies will explore how to use technology to engage more effectively with customers online, reveals research released by WTM London and Travel Forward.

Around 700 senior executives from the travel industry were asked how their technology strategy has changed because of Covid. Six out of ten (60 per cent) of the sample said that they were looking at ways to serve more customers online rather than in-person.

Nearly half (48%) will ramp up their interest in using technology to improve the overall experience for travellers, including offline interactions as well as digital conversations.

A slightly smaller percentage (41%) are also exploring ways for technology to reduce costs.

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....CONTENT CONTINUED BELOW

The aims are interconnected. Increasing the options for travellers to self-serve, or be served online without having to contact the call centre, is a better customer experience.

But this technology also reduces traffic to the contact centre, meaning staff can concentrate on handling queries which cannot be automated. Costs are not only reduced but also optimised.

Another part of the research revealed that travel firms will start ramping up their technology spend next year.

When asked about tech spending plans for 2022, the response was a net positive with nearly four-in-ten (39%) saying their budget would increase compared with three-in-ten (29%) who are planning to spend less.

More than one-in-ten (12%) are still undecided for 2022 while 21% will have the same budget as for this year.

The scale of change to budgets is also highlighted. A similar number of professionals – around 15% – said that their budget would decrease by more than 10% as said their budgets would increase by more than 10%.

The difference was more marked for those anticipating a swing of less than one-tenth, with 15% expecting a slight decrease compared with 22% expecting a small rise.

Elsewhere, the WTM Industry Report also confirmed that Covid has changed the technology strategy landscape for almost every travel company. Less than one-in-ten companies (9%) said their tech strategy in the future would be the same as it was before the outbreak, with 3% actually saying they have come out of the pandemic and decided to put less emphasis on technology.

WTM London and Travel Forward Exhibition Director Simon Press said: "Technology’s role is often distilled down into improving the customer experience online and offline while helping to reduce costs, and our report shows that these drivers will be even more prevalent as travel recovers.

"But perhaps the biggest takeaway is that around 90% of our sample said their tech strategy for 2022 has changed as a result of the outbreak."

Press added that more than 400 buyers attending this year’s event have expressed an interest in talking to technology suppliers. "WTM has always prided itself on making sure that when we talk about buyers, we are talking about people who have the authority to make decisions and sign deals.

"There is technology on the market for almost every travel industry use case and we are confident that buyers can find exhibitors who have, or can develop, what they need to speed up their recovery."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.tradearabia.com/news/ttn_389074.html


Today's Tip of the Day - Voice Mail

Read today's tip or listen to it on podcast.

Published: Wednesday, November 3, 2021

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2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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