eGain Communications
 
eGain passport: Log in | Sign up
 
 

 
Solutions
  Contact centers
  Customer interaction hubs
  Help desks
  eService
  IT
  Marketing
  Financial services
  Government
  Outsourcers
  Retail
  Telecom
  Travel
  Utilities
 
 
 
Travel
Home > Solutions > Travel
Forward to colleague  | Print

Travel

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.


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.   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.   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.   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.   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.   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.


 
Quick links
Case studies
Press clippings
Press releases
White papers
Video demos
Follow us Follow us on Twitter Follow us on Facebook



 
 

Back Top Printer friendly version Forward to colleague
  Contact us | Terms of use | Privacy policies | Site map
© 2012 eGain Communications. All rights reserved.