In the highly competitive world of airline travel, keeping customers happy is the difference between soaring profits and being grounded, and customer satisfaction levels can be impacted by a multitude of unexpected or uncontrollable variables. Weather delays or mechanical difficulties can affect important plans and tight schedules, making an already stressful situation even worse for customers. How airlines respond to factors outside of their control will determine customer loyalty. One of the primary factors is waiting on hold.
To improve customer retention, travel and tourism organizations need to analyze every step along their customers’ journeys, and find and remove any obstacles impeding customer progress. Customers can start booking travel or accommodations online, switch to a mobile app, and then wind up making a phone call once they’ve exhausted all their online options.
For example, imagine a traveler finds himself stranded overnight when a flight is cancelled. Exhausted and frustrated, the traveler attempts to book a hotel, but is having trouble getting a confirmation on his mobile device. He calls the hotel’s customer service line, but the agent does not have any details about his situation.
With VHT Navigator, the traveler could have been guided to the optimal communication channel for his needs. He would have been greeted by an informed agent that was already aware of what he is attempting to accomplish, what steps he has taken thus far, as well as details about his status and history with the hotel (i.e. how often he stays at the chain, his loyalty membership status, etc.).
By simplifying the customer journey and guiding customers toward the most efficient path, VHT Navigator creates a smooth customer experience that will satisfy customers and agents alike.
Since mosts callbacks are answered in 16 seconds, whenever VHT is treating calls, the impacts are:
Average speeds to answer were reduced from 9.5 minutes to 3.8 minutes during periods when VHT was greeting callers.
Over 13.6 million additional callers were answered within service level goals by using the VHT Callback solution.
VHT saved over 4.2 million callers from abandoning the queue. VHT was able to reduce the abandon rate from 27.9% to 13%.