Improving Your Customer Relations with Helpdesk Services

by Audrina Grey Travel Technology Analyst

In most of the businesses, the capability and efficiency of the customer service is the main thing that decides how popular it is. It is a no-brainer that the customers or consumers of a brand generally rate the company chiefly on the basis of how they manage the complaints and inquiries. Therefore, handling your customers poorly is one of the biggest reasons behind the serious damages to a company’s image and credibility. As it is extremely difficult to recover from such damage, it is always the safest option to provide the best services to your customers.

Probably that is why, most of the companies in industries like airlines, airports, hotels, cruise, railways etc. have started emphasizing over IT support pretty evidently. In most of the cases, companies have also taken a wiser step ahead by outsourcing Rate Helpdesk services entirely from a different IT service providing company. Due to years of experience and expertise, renowned IT service providers understand that the customers always want to contact an authorized person and get the right information from them. The IT service providers play an important role in such industries as just in case, there’s an IT issue in the business and there’s nobody to solve it, you will probably have a staff that is just sitting around and doing the work they are supposed to.

Mainly, when a professional IT service providing company offers Rate Helpdesk services to your business, it is responsible for the following basic tasks:-

Best Fare Calculation: Includes manual and auto pricing fare calculations, itinerary pricing, etc.
Refund Calculations: Includes calculations of the partially used or unused tickets.
Troubleshooting: Includes troubleshooting and problem-solving on fare constructions.
Exchanges or Re-calculations: Includes re-pricing of the itinerary based on changes made.
Rate/ Fare Loading: Includes the filing of the net and negotiated fares in multiple systems and fare management.
Reissuance of Tickets: Includes processing of queues, issuing, and re-issuing of tickets.

Finding IT professionals who deal with the above and treat every customer as the most important one, is alone enough to improve your customer relations. Services, like finding out lowest fares on GDS, finding the best alternative routes, splitting tickets to leverage weak foreign currency, and minimizing circle trip fares, can also help the travel companies in optimizing their costs.

However, the bottom line is that a helpdesk is nothing if it does not improve its services. By keeping customer relations on the top in the priority list, there are a number of ways in which one can enhance its helpdesk services. For example, making sure that the helpdesk staff is updated with the latest issues and knows how to deal with them with the help of IT support can be a great attempt towards improvement.

Conducting surveys from customers, taking advice, and keeping a track record of success are among the other ways of improving your customer services in the travel industry.