Sales and Marketing
IT Service Management
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Elevate your customer’s experience and earn their loyalty with unrivaled support
The hospitality industry, with retail revenues of over 500 billion dollars, is known for its standards of customer service globally. Leading players in this industry understand that impressing the customer on the first visit (and each subsequent one) leads to repeat visits and referral business from other travelers.
These companies strive to cultivate long-term relationships and personalize interactions with their customers, from knowing their seat preference on an airline (window or aisle) to the kind of room they’d like to stay in. Hotels and travel agencies are also available 24x7 to address any standard or special request that comes their way immediately. Customers are at the heart of their business and service standards are designed with convenience in mind. To provide that caliber of support, employees need to coordinate with internal teams and external vendors routinely. Context and regular evaluation of SOPs are critical. With Freshcaller supplying a cloud phone solution within the support ecosystem, travel and hospitality companies can focus on what they do best: making their customers happier.
Directing calls to different departments: After Mark confirms his airport dropoff requirements, can the concierge transfer his call to the reservations team so that he can extend his stay?
Customers frequently complain about having to repeat their requests to a different agent each time they make a call. With complete interaction history (thanks to the Freshcaller-Freshdesk integration), any agent who attends a call can view past conversations and call notes, along with the customer’s booking details to provide customized help. Even if the agent has to transfer the call to an airline partner or hotel’s reservations desk, Freshcaller’s warm transfer feature allows them to brief the other agent privately before patching the customer through.
To secure repeat visits from customers and the referral business that they bring, you’ll need to pay attention to the type of customer experience you offer before, during, and after they avail your services. In the context of phone support, that means you need to study the number of abandoned calls, the wait time to reach an agent, and the time spent on hold, among other KPIs. If, for example, customers have to spend over 5 minutes waiting in the queue for flight ticket changes, you may need to add more agents to the team that handles these requests. With customizable reports, service level monitoring, and detailed metrics, Freshcaller makes it easy to determine which metrics need improvement and consequently, reorganize your contact center.
Customers won’t have doubts only within the business hours you’ve published on your website. At 11pm, long after your primary support agents have left for the evening, a customer might need to change their booking. Instead of encouraging a long back-and-forth involving emails, follow-up calls, and a bad review, you can stay accessible without hiring night shift employees in every office. Quickly address the most common questions or direct them to any available agent or team when the assigned agent is unavailable (possible with Smart Escalations and Holiday Routing). If your local team’s shift has ended for the day, you can even direct calls to a team in a different timezone to ensure that customers don’t have to wait until the following morning.
Contact Center Infrastructure Industry
For callers with multiple queries, each handled by a different department, use warm transfer or conference capabilities to loop in the right support agents.
Add calendar holidays and build workflows to tackle incoming calls even when your primary support team is out of office.
Allow customers to secure their place in a virtual queue and end the call, instead of waiting on the line until the agent is free to take their call.
Attend to incoming calls on your existing IP-enabled landlines while using the Freshcaller dashboard for transfers, notes, and other in-call functions.
Route callers to the right agents and teams based on a single keypress action and include self-service options in the menu as well.
Monitor incoming call volume to different numbers/groups and agent availability to plan staffing and business hours for each team.
Read more about Freshcaller’s feature suite here. Check our features page.
“Freshcaller has made our organization more efficient thanks to features like Call transfer, IVR and call queues. The ability to access the system from anywhere has allowed us to perform better. Tasks that normally get done the next day are now dealt with swiftly, thereby minimising any possible delay. Call recording feature has been excellent for our quality training as we now know clearly in which areas we have to focus.”
“The helpdesk integration, along with features like Warm Transfer, eliminates the transfer “gap” where the customer is asked to repeat the reason why they called.”
“We previously handled phone calls by sharing one phone and it wasn’t scalable for a growing team. Now, my team members can answer calls with just a click from their laptops. Each call is linked to a call recording and call notes so that pertinent context is readily available for all support specialists.”
To provide 24x7 support to your customers, you can also explore Freshchat, our modern messaging software, and Freshdesk, our feature-rich helpdesk software. Use them with Freshcaller to provide a seamless omnichannel experience!
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