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Enhancing the Travel Experience with Integrated Customer Service

20/09/2018

Summer is the time for holidays and getting away from the stresses of everyday. So, what you don’t want is additional stress trying to book a holiday! This is why travel providers know they need to provide a very high level of customer service throughout the customer journey. Genesys works with several travel industry leaders that understand the importance of this, ultimately giving them a competitive edge over their competitors.

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Enhancing the Travel Experience with Integrated Customer Service

For two leading travel brands, replacing legacy infrastructure with the Genesys Customer Experience Platform was a strategic decision that has enabled them to reach new heights of customer service success.

Integrating communications to improve customer service

As the Scandinavian subsidiary of the British global travel company Thomas Cook Group plc, Thomas Cook Northern Europe struggled to optimize customer interactions with a growing mix of disparate channels and booking systems, as well as an unintegrated CRM solution. Managing over 100,000 interactions each month, the subsidiary needed a solution that would integrate calls, email and live chat while also simplifying information sharing.

After evaluating several contact center solutions, Thomas Cook Northern Europe chose Genesys because it could integrate all their channels and systems. With the deployment of PureConnect, the company’s 200-plus travel advisors now can access customer information on every channel. This enables the advisors to offer more personalized, seamless service while increasing their efficiency.

Thomas Cook Northern Europe continues to make improvements, including integrating their FAQ to provide a convenient way for customers on the go to obtain quick answers to common questions.

Along with delivering a more connected, seamless customer experience, Thomas Cook Northern Europe has reaped additional benefits, including improved service levels and reliable analytics to drive data-driven business decisions.

Making customers feel more at home while away from home

As the largest travel agency in Norway, Berg-Hansen is known for being a digital leader with 70% of customer contacts occurring on digital channels. Yet to keep this position, they knew they needed to move away from legacy infrastructure which was becoming increasingly costly to maintain and limiting the ability to add new systems and features.

Berg-Hansen chose Genesys PureConnect to connect and integrate 22 contact centers with SIP trunking to route calls over the Berg-Hansen wide area network. With the deployment, the company’s agents can share information and manage the customer experience via inbound, callback, email and web chat. And, incoming calls are directed to the optimal expert with the right travel knowledge and skill set.

The company also linked their booking system with the platform, which was previously impossible with their legacy system. This integration enables agents to know who the customer is, where they’re calling from and their tour operator’s policy. With this additional information, agents don’t have to begin conversations with customers by asking rudimentary questions, resulting in a better experience and reduced call handling time. Berg-Hansen’s customer satisfaction scores now consistently hit 5 out of 6, and they’ve recently been voted number one for “Best Customer Service” in the travel industry in the Kantar TNS Awards. Read the complete customer story.

Convenience is everything for travelers

With the many challenges of travel, customers don’t want the hassles of disconnected interactions or long wait times to get the help they need. The companies that are replacing outdated infrastructure with solutions that enable seamless customer journeys are not only meeting the needs of their customers, they’re securing their ability to gain a competitive advantage now and in the future.

Source: Genesys