There is no other industry that demands customer service as much as the hospitality industry. Servion’s Contact Optimization Model helps organizations understand customer expectations and dovetails it back into solutions designed.
Overview
There's no industry that demands customer service more than the hospitality industry – hotels, restaurants, and related sectors. The hospitality industry faces the challenge of providing reliable consistent service to its customers, across many properties that are often scattered across different parts of the world. In addition, when their customers are on the property, they interact with different parts of the organization – with the restaurants, in the recreational areas, in their rooms, at the reception, and so on. Customers want to be recognized, and to be treated in a caring, personalized, and consistent manner at all times.
Challenges
Business Challenges
- Differentiated customer service
- Expansive customer base and HNI’s
Technological Challenges
- Abandoned call rates
- Multiple touch points
Operational Challenges
- Convenience
- Recognition
- Personalization
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Offerings
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Some of the facilities that can be configured are general enquiry services, reservations, accommodation availability across properties, ask for agent assistance, guest loyalty program and many more.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion has developed a complete solution that will support multiple communication channels to allow customers to perform bookings and other enquiries through any mode.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Agents use outbound solutions for interactions to help the company reach out to its customers with holiday offers, privilege customer programs etc.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
Features of CTI include screen pop with customer information that 'pops' with information of customer history, customer preferences which are crucial for improved customer satisfaction.
