Customer service is a vital part of any brand in the travel and tourism sector. It is perhaps one of the most important investments to future-proof in today's competitive market. With digital channels really shaking up how
One brand, which has pioneered the way forward with their digital customer engagement operation is the global travel group, Thomas Cook. Watch the video below to learn how Thomas Cook has successfully scaled
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For travel groups such as Thomas Cook, delivering an exceptional customer experience is core to their brand ethos. A highly innovative multi-tiered business, they last year launched a 24/7 support structure to ensure they could serve their customers wherever, whenever through a scaled and appropriately resourced care strategy.
Never a brand to shy away from embracing techniques and technologies to push their care strategy forward, Thomas Cook is an example of what a travel business should be. Leading the way as the first UK business to adopt NPS on Twitter and Facebook, they are able to align their entire business operation around improving the customer experience by efficiently spotting trends that proliferate on building customer loyalty.
"Since using Conversocial our Average Handling Time has reduced, our response times are a lot quicker as it makes us more efficient as a team because we can see what dedicated resource we need in particular areas. We are also able to pull some really good customer data, in terms of trends and the queries that we are getting from customers, to help drive business improvements across Thomas Cook."
Taking lead from Thomas Cook, it is clear that travel brands must lean into the power of messaging if they are to deliver friction-free, measurable and genuine customer experiences that serve digitally-savvy travelers anywhere, anytime. Issues with travel are often in the moment; therefore, a response must be in real-time in order to serve the fast-paced demands of the modern
For more on how to take your digital customer experience into the digital world, have a read of our latest report, The State of Digital Customer Experience Report 2019!