The travel industry has potentially undergone the greatest channel shift to online of any vertical. A prospective traveller looking to book or research their next holiday/excursion will almost certainly do so online rather than offline. As a result of this explosive growth online, customers have come to expect a best in class user experience online when looking for a break.
With this growth has come competition. Airlines, hotels, guest houses, travel agencies, excursion operators – all are in extreme competition over price and service. As a result, it is essential for any business operating in this vertical to provide a fantastic user experience, with proactive customer service and targeted messaging to prospective customers.
Operators within the travel sector have to walk a fine line between providing high levels of customer service and controlling online costs to ensure they get the best return. WhosOn Live Chat is already proven in the hospitality industry, helping to drive a successful online customer engagement strategy at low cost.