Travel customer support solutionLaura Salmond2016-09-07T10:12:04+00:00
Travel customer support solution – Logicalware
Nowadays, at the touch of a button, we can book ourselves a flight, a hotel, hire a car or buy a rail ticket. No matter what time of day or night it is, travel companies can expect to receive emails about a cancelled flight, a lost visa or a leisurely trip up the Amazon. It can be frustrating – but don’t worry our email customer support solution can help! We enable you to prioritise and route customer enquiries – sent via email, Facebook or Twitter – to appointed agents. In a competitive industry, our email management system allows you to stay ahead of the competition.
Effectively manage your inbound customer enquiries and deliver exceptional customer service
Logicalware works with Travel clients helping to address key issues facing the sector. Our business expertise, consultative approach, and intelligent cloud – based software helps you to enhance business processes and improve customer experience.
Common customer experience issues facing the Travel Sector
It can be costly to meet the customer expectations
No tracking & reporting
Without reporting activity planning is difficult.
Balancing too many tasks can limit your productivity
Not meeting targets
Are you finding it tough to get duties finished on time
When you are working manually it only takes more time
Agents working from a shared inbox? Bombarded by the volume of customer enquiries during peak periods? Logicalware is here to help. Used by agents across globe, our software solution is making shared inbox frustrations a thing of the past. Typically used by agents who receive more than 50 customer interactions per day, it’s perfect if there’s a large volume of enquiries that need to be redistributed internally. It works by intelligently converting customer enquiries into tickets. These enquiries can be from a variety of channels, (emails/web forms etc.) By assigning each ticket with a unique identifier, Logicalware enables staff to track and monitor the progress of each query and better manage their Proof of Delivery issues.
Marketing and Communications departments worried over the look, tone and feel of some of the messaging that is being delivered to customers? With our template feature, you can add in as little or as many pre-written templates as your organisation requires. Let Marketing pre-approve your messaging in advance and be safe in the knowledge that your agents are fully equipped to provide consistent, accurate and timely replies.
Pressure to meet Service Level Agreements or having team resourcing issues? When staff are working from a shared inbox it can very quickly become unmanageable, making tracking and reporting impossible. Senior Managers may ask for reports on customer service productivity and this can ring alarm bells for Team Managers. With no real way of measuring this, normally an element of guess work is used. Ultimately, this can lead to wrong decisions being made in areas such as staff resourcing. Logicalware helps by providing an intelligent reporting function which can measure staff and team productivity. It can show the volume of work completed daily and the average time spent per task.
Worried that your internal email system is vulnerable? We make data more secure. With the Logicalware cloud-based email management system, you can be rest assured that all your data is backed up and stored securely and that any emails from your servers to ours are fully encrypted with our SSL Certificates, if enabled. We also help eliminate spam emails that could be a threat to your systems.
Our low cost solution can save a retailers money by automating and streamlining processes that take up valuable admin time. With a more productive workforce cost savings can be seen in as little as 3 months and resourcing is made easier.
We all know what Black Friday and Christmas sales are like. There is an upsurge in customer enquiries and then there are the dreaded returns. If you aren’t using communication management software then this process can become a nightmare. Luckily, Logicalware can help you manage your multi-channel customer communications more effectively.
The impact we make
We improve productivity
Better workflow. Better service delivery.
Reduced admin time. Streamlining processes, improves efficiency, especially during peak periods.
Automating standard responses. Queries such as opening hours dealt with without staff intervention.
We transform reporting
We provide a reporting function that measures individual, and team performance. We show the volume of completed work and the average time spent per task. This helps with resource planning.
Our reporting functionality tracks against Service Level Agreements.
We increase deadline delivery
Improved Strategy. Improved operations. More data helps with business planning.
Increased efficiency. Increased workforce. Teams optimised to achieve targets.