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"We selected eGain Mail 6 because
of its ability to integrate with our
existing systems, in addition to agent
productivity tools and service fulfillment
capabilities. We've seen a measurable
improvement in contact center productivity
and service process efficiencies since
its deployment."
- John Novak
Chief Information
Officer, La Quinta
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| Home
> Solutions > Travel |
Untitled Document
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Travel
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The travel and hospitality
industry has seen more web-influenced changes
than most other industries. Customers expect
to find real-time information and help online,
and be offered a choice of contact methods,
including the option to have replies by email
rather than direct contact over the phone.
 Case
study
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"By combining web self-service with email management,
we can provide a consistently high quality
of service. In addition to our information
sources, all of our agents have access
to the latest FAQs published on the
site. By taking this approach we have
minimized the effort in providing answers
to our customers, as well as reduced
the overhead of keeping our FAQ material
relevant and up to date with customer
preferences."
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Industry
challenges and eGain solutions
Self-service solutions can safeguard margins
| Transaction
value varies widely from high-value
interactions that are enhanced by direct
contact to low-margin transactions where
agent intervention would impact profitability.
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We
have worked with leading travel and
hospitality organizations to provide
a range of web self-service solutions
with intelligent escalation to email
and web chat and collaboration solutions. |
Good service is a key factor in choice
| With
many competing organizations to choose
from, poor customer service is one the
major reasons why businesses lose customers. |
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Some
of the industry's most agile organizations
have set up truly distinctive and innovative
customer interaction hubs with eGain
products for web self-service, email
response management, web collaboration,
and knowledge management. |
Customers browse before they buy
| Customers
are increasingly using the web to inform
or facilitate their travel plans. |
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Our
adaptive self-service™ product
helps organizations provide multiple
ways of finding information. Intelligent
escalation to email and web chat and
collaboration solutions is easy to set
up. The email management product can
also be used to send outbound emails
to a mailing list. |
Choice of channels is important
| Customers
increasingly expect to be able to get
help online, and be offered a choice
of contact methods, including the option
to have replies by email rather than
direct contact over the phone. |
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eGain
has worked with organizations to set
up integrated solutions providing frequently
asked questions (FAQ), email response,
guided help, and web collaboration to
complement and support phone-based inquiries. |
Coping with high email volumes
| The
volume and type of customer inquiries
can vary significantly in response to
events or competitive offers. |
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Our
products are designed to support the
spike in volume caused by events such
as special promotions. They enable organizations
to closely monitor trends, receive alerts
when service levels may be compromised,
and disseminate new responses rapidly
across multiple channels. |
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