The omni-channel era has dawned and travel and hospitality companies are playing catch up. Rapid market growth, increased competition and changing consumer trends make travel & hospitality a difficult industry to navigate. You need to deal with increasing customer expectations and retain and grow market share in a very competitive marketplace. You also need to keep a firm handle on operational costs.
Today’s customers are increasingly discerning and mobile. They will often use (or would like to use) multiple channels for a single transaction. They may research a holiday online, look for recommendations on social media sites then make a purchase via their mobile. And they’re increasingly likely to use social media to share their perceptions and experiences. But customers will still call your contact centre and, when they do, it’ll be important. Their needs are likely to be more complex and their desire for resolution more urgent.
So, you need to provide information, sales and services seamlessly across all of your customers’ preferred communication channels - online, mobile, phone, SMS, mobile web, smartphone apps, and social networks. And of course, you have to do it all at the best possible cost.
So the question isn’t so much whether to adopt new channels, but how to deploy those channels for maximum benefit for your business, your customers and the employees who serve them. After all, it’s a competitive market and if you don’t deliver, your competitors will.
Tall order? Not with Aspect. We can help you to compete.