The service and hospitality industry has seen more web-influenced changes than most other industries. The industry works on thin margins – so every single customer is important. This results in the need to deliver a drastically improved customer experience and effortless customer journey across all channels.
The Industry challenges:
Even 92% customer satisfaction rate could mean 30 MIO EUR potential revenue loss in a single year.
If a company generates 4 MIO nights / year and 5% is target for possible improvements -> that means 200.000 nights / year that can be lost due to bad customer experience (customer not returning). If average income per night is 150 EUR, that leads to a potential revenue loss of 30 MIO EUR per year.
Being able to provide a unique, personalized and exhilarating experience to the customer. And if it does not begin with the first time a customer makes contact, it’s not going to happen at all.
Having a 360 degree view of the customer and being able to make customer segmentation will enable an organisation to address individual needs and optimize the customer experience.
Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:
Provide customer 24/7 personalized, accurate and fast support.
Engage with customers and prospects in real time via their preferred channel of communication.
Proactively identify, monitor and capture the highest-value customers, their interest in additional products and services and:
Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:
Notify customers via different channels for:
Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.
Reduce web site abandonment by helping your visitors complete forms, understand account options and answer any last-minute questions to ensure shopping cart conversion.
Provide automation and self-service.
Increase first contact resolution rates, shorten training times an increase agent capacity.
Plan, train and assess employees to achieve both operational efficiency and effectiveness.
Calculate staffing, aggregate multi-system work, prioritize & distribute to the best resource to meet:
Increase productivity with: