It is no mystery that the online travel industry is booming right now and according to a survey conducted by Statista, somewhere around 40 to 60 million people in the US alone, used the internet to book their travel accommodations and what not, between 2008 and 2015. And that not all, they also predict that the online travel industry will grow in magnitude and become a $762 billion industry by 2019.
But the growth kept aside, the industry still needs to manage and be able to rise above the monumental challenges of the travel industry.This is especially true when it comes to keeping up with the immense amount of customer requests and issues. In this article, we shall discuss a few issues plaguing the industry right now and how VoIP services can help provide a one-in-all solution for all online travel issues.
1. High Turnover Rates
We all know that the travel industry employs a humongous workforce all around the world. Although a large workforce is a great sign for growing industry, but managing and recruiting skilled candidates and training them becomes that much more difficult. Due to this little wrinkle, the travel industry experiences elevated turn-over rates.
But when VoIP systems are put in place, industry players can better manage, monitor, and administer the ever growing workforce in a more productive and efficient manner. VoIP services are usually handled by service providers, which is again a great benefit for the online travel industry players, as they don’t have to expend any more of their resources for the maintenance and upkeep of the VoIP system. And VoIP services are extremely flexible and scalable which is another great advantage for the travel industry.
2. Inability to Connect with Customers
The most major reason behind the growth and popularity of the online travel industry is its appeal of easy flight bookings, accommodation, etc. Customers love the fact that they can plan and manage their travel needs with just a few clicks. But when a customer has issues afterwards, there are very few ways to reach the travel agent or any other support staff. This is where VoIP comes in!
They are a great way to ensure that the customers can always reach their travel agent or company and get their issues sorted as soon as possible. The great thing about VoIP systems is that there is only single number to call, regardless of where the customer is in the world, or the time of the day. The call is also intelligently routed so that the appropriate support staff answers the calls and addresses the customers issue right then and there.
3. Lack of Insight Into Agent Activity
VoIP systems also help bring a whole lot of transparency to any business process or task. Agents who use VoIP systems have a higher success rate of issue resolution. It also makes managing and monitoring agents a whole lot easier and also enables travel companies to track customer service metrics along with providing better customer experience and service at the same time.
Companies with VoIP systems can better monitor their agents and gain critical information from recorded calls and issues. Most systems even come with live monitoring which lets supervisors or superiors listen in on agents on call to improve their performance. This helps to provide better insights into the business operations and also brings forth areas which need improvement.
4. Call Tracking with Toll Free Numbers
They can also serve as a marketing tool and help businesses to gain critical analytical data. Companies can use specific VoIP systems and numbers to track the success of marketing campaigns and tweak strategies accordingly to generate the best business results. They also provide valuable information on which aspects of the business are performing the best and which need to be reworked or restrategized. It also helps businesses gain valuable customer behavior information by tracking their calls and requests.
5. Real Cost Cutting
Besides the easy to use and efficient communication system, VoIP systems also bring along many opportunities to curb business expenditure. All maintenance and updates are handled by the service providers on a regular basis. They also provide service packages which offer data storage and security and adds another level of efficiency top the system, while driving the operational cost down.
VoIP systems intend to simplify the online travel industry and all of its numerous operations and processes, by implementing a smart communication system. It helps bring a certain ease or efficiency which further promotes best practices and quick issue resolution within the online travel industry.