Hospitality Solutions – Guest Satisfaction is Key
Customer service is of utmost important to the hospitality industry ...in fact, it is essentially its entire reason for being.
When they contact a hotel or resort, customers want...
- prompt answers to their questions
- to make and cancel reservations without hassle
- notification of clearing a wait list
- loyalty program point balance and reward information
- to be reminded of an upcoming timeshare reservation, with payment status and the ability to pay by phone
Routing customers promptly to the proper agent is always key; but this ability may be compromised during periods of high call volume due to conferences or other events.
How MicroAutomation can help:
With a MicroAutomation-configured IVR supporting your contact center, your customers will be able to:
- make and cancel reservations through the IVR
- make inquiries about award points under their loyalty program
- enjoy skills-based routing, enabling agents to take calls that they specialize in
If configured for outbound notification, your IVR can also...
- let customers know when they have reached an award balance that they can cash in
- inform them that they have cleared a wait list for a certain hotel
- remind them of an upcoming timeshare reservation, including payment status and ability to pay by phone
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