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Over the past decade, the travel industry has experienced considerable competitive pressures as well as rising customer demands. Leading travel organizations are learning how to balance high quality customer service at a low cost. In addition, seasonal demands and unpredictable weather have travel companies facing high incoming call volumes over concentrated time periods. Many of the calls are for common flight reconfirmation requests and flight information updates. Companies who plan ahead for the holiday rush or unpredictable events while being cost-effective provide consistent, quality customer service. By deploying Automated Agents, travel companies can provide the highest customer satisfaction across the full range of customer service call types - from flight reservations to reconfirmations to flight status inquiries. Continental Airlines sees completion rates over 88% for complex calls that previously had to be handled by Customer Service Representatives (CSRs). Leading travel companies can gain the following benefits with Voxify:
Augment or replace CSRs at a fraction of the cost
Automated Agents come pre-trained in travel customer service functions. They handle calls at far less than half the cost of a CSR.
Fastest go-live
Automated Agents can begin taking the first live calls for you in as little as 8 weeks, and can be in full 24x7 production a few weeks after that. We simply train them on the specifics of your business processes and show them where to find the data.Our Flight Reconfirmation Agent was in full production at Continental Airlines in nine weeks.
Ready when you need them.
Automated Agents can handle any spikes in your business. If a product recall or new promotion triples your call volume without notice, they can handle it. You don't have to pay overtime or hire and train surplus help. You now have instant scalability and perfect balance with your call volume. The day Canada's CanJet Airlines went live with our Flight Status Agent, the region they serve was blanketed by 38 inches of snow. With the new Automated Agents, CanJet's reservations center smoothly handled over eight times the normal call volume that day.
Sample Voxify Travel Customers:
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