Bridging the Gap between Integrated IT-BPO Services

by Audrina Grey Travel Technology Analyst

Travel industry is associating with specialized service providers primarily to provide a seamless customer experience and personalization in traveler journey. It has become challenging for the travel companies to offer multichannel, multi-device, and multi-lingual interaction to customers across numerous touch points further simplifying the customer journey experience. By teaming up with rate helpdesk service providers, travel companies can not only enhance the revenue of the organization in a cost-effective manner but also render unmatched services to their customers.

Call centers have gained its prominence in the competitive world of business thereby streamlining overall business function of the company. Today travelers are always on the lookout for help and expect to connect with the helpdesk services anywhere at any time. The helpdesk service providers struggle to create personalized data and function in silos. The call center service providers try to be in sync with the travel processes.

For connected travel experience, it is very much essential to provide precise communication, timely notification, and digitized services to customers. Call centers provide service to customers round the clock. The executives are trained according to the changing technology and traveler behaviors. Some digital solutions offered by helpdesk encompasses mobility, automation, analytics and social media enabling effective communications and transparency in customer interactions. The solution offered to a customer effectively integrates with business functions to seamlessly connect all touch points across travel, operation, and processes.

In addition, customers can effectively connect with a service provider through multiple sources like chat, email, web, and technologies like CRM, ticketing tools and analytics reports that provides notification and feeds which makes each customer interaction a personalized experience. The professionals of the service center use latest software and technology to provide best-of-breed services to customers. The service providers use advanced techniques like speech analytics for analyzing sentiment within customer support function. The rate helpdesk executives use a special tool that offers useful business insights from interactions between agents and customers for quality checks. Interaction with customer helps in identifying customer needs and expectations, help in enhancing the quality of the service provided and identify upsell and cross-sell opportunities.

Digitized back-office solution helps in achieving desired business results thereby optimizing revenue of the company. Numerous travel companies face challenges in managing the back office operations, but with the help of rate helpdesk service providers, it is now easier to streamline back-office operations through automation at all levels.