Knowledge Management within the Travel and Tourism Industry23.01.2015 KPS Agent Efficiency
With competition ever increasing within a rapidly growing travel and tourism industry, it has become crucial for companies to provide levels of customer service that surpass all previous standards in order to gain the upper hand when securing business from potential holiday makers and travellers. Along with increasing competition, the number of customers booking online has seen sharp growth over the last decade leading to the need to devise strategies in which these increasing demands can be managed.
Holidaymakers are no longer required to take a trip to their local travel agent to book their long-awaited breaks, and have access to a broad range of companies and travel options at the click of a mouse online.
As a result of this, customer contact centres are becoming more and more stifled with vast volumes of customer queries, be it a pre-sale or post-sale enquiry requiring agents to possess unprecedented levels of travel knowledge. Therefore additional tools must be implemented for agents to achieve their full productivity potential.
Knowledge Management – Moving with the Times
The solution for managing these continually rising demands is Knowledge Management software, enabling the customer to self-serve and empowering the agent with fast access to an extensive resource of accurate knowledge.
Knowledge Management software is an ideal solution to not only decreasing the volume of customer calls to contact centres, but also as an answer for reducing call escalations by significantly improving first-call resolution rates. This allows your agents the time to address more complex customer queries and provide the levels of customer service that are paramount to your company’s reputation.
The above resolutions to modern day travel and tourism challenges not only provide cost-saving measures to your travel company, but also add an abundant value to improving customer satisfaction and experience, by greatly reducing the time taken to find accurate answers, as well as providing exceptionally customer friendly self-service channels.
Knowledge at your Agent’s Fingertips
A quick to deploy Knowledge Management system removes the need for timewasting by flicking through large numbers of company documents and PDF files.
In place of this time consuming process, customer service agents can effortlessly span a whole library of documents using a natural language search feature, providing results almost instantaneously.
To learn more about how deploying Knowledge Management software can benefit your travel company, download our free whitepaper: