Tourism never sleeps. As you drift off into dreamland, someone, somewhere could be looking at your website and planning their next holiday. By the time you wake up and respond to their enquiry, they’ve booked with another tourism operator. Poof. Gone.
In today’s hyper-competitive market, travellers expect 24/7 customer service and support across phone, email, social media, and live chat. Here’s how you can give it to them without sacrificing your beauty sleep.
In a perfect world, your team will answer every phone call, whether it’s from Porirua or Paris.
However, that’s not realistic for most tourism businesses – even if you have a stellar central reservation team.
The next best thing is a great voicemail greeting that sets expectations for when you will respond or directs callers to a page on your website where they can find relevant information (and possibly even solve their enquiry).
Phone customer service tips:
Ironically, a good sign that your website is performing well is when you get fewer emails.
Email communication is often the last resort for travellers. Many of them don’t get to this stage of enquiry.
Most people only email if they have an issue, for example:
Try to address these issues before they make it into an email through features such as a reliable online booking system and a comprehensive FAQs section.
You want to find ways of communicating key information in real-time, so your prospect doesn’t become frustrated and leave your site. For example, Yonder comes with non-intrusive pop-up messages that convey up-to-date information about weather, schedules, deals, and more.
Email customer service tips:
Pay attention to the communication channels that sit alongside your preferred social media platforms. For example, direct messaging on Instagram and Messenger on Facebook. Ideally, you’ll have someone manning these channels every day.
Social media customer service tips
Live chat is by far the easiest and most effective way to respond to enquiries in real-time.
Around 2-4% of your website visitors will engage with your chat. This is expected to increase as more people become familiar with the feature.
Implementing live chat now is a chance to get ahead of the trend and develop internal processes to turn it into a high performing tool.
By the time live chat reaches saturation point in the market and ‘everyone is doing it’, you’ll be well ahead of the pack.
Live chat customer service tips:
Travellers expect 24/7 customer service. If you don’t provide around-the-clock support, they’ll find another operator who will. Fortunately, technology can do most of the heavy lifting for you – features like AI-assisted live chat and email autoresponders work as an extension of your sales team, guiding customers through the booking process even when you’re offline.
Yonder is a communication tool for tourism operators. Our AI-powered technology makes it easy to communicate with your customers 24/7 and that will lead you to more bookings.
Let’s chat, we can help.