Tag: customer satisfaction in travel and tourism

CSAT Score: Everything You Need To Know About Customer Satisfaction Scores (Updated March 2022)

Written by Can Ozdoruk  on   Mar 27, 2022

Every company wants to grow. The easiest way to do that is to keep your existing customers. To retain customers, you need to make them happy. Happy customers turn into long-term and profitable loyalists. And in short, long-term and profitable loyalists go a long way toward improving your CSAT score.

How do companies actually know how happy their customers are with their products, services, and experiences? They measure their customer satisfaction score – or their rating for Customer Satisfaction.

Throughout the entire customer lifecycle, there are many moments that add up to a person’s relationship with and feelings towards a brand. This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. Without a doubt, every one of these standalone touchpoints are important.

That’s why customer experience and support professionals hyper-focus on customer satisfaction score (CSAT). CSAT measures how well your company is delivering against your customers’ expectations in these independent moments.

In this post, we will dive into everything you have ever wanted to know about your scores. Jump to specific sections or scroll down to read the entire post.

  1. What is CSAT?
  2. Why is CSAT important?
  3. How do you calculate and measure CSAT?
  4. CSAT Scores: How do you use them?
  5. How to improve your CSAT score
  6. Comparing CSAT to other popular consumer metrics
    1. CSAT vs. NPS  
    2. CSAT vs. CES
    3. CSAT vs. DSAT
  7. Benchmarks for CSAT Scores By Industry

What Is a CSAT Score?

CSAT scores are the most popular and straightforward way to measure customer satisfaction. The metric measures sentiment towards your product, service or a specific interaction.

Companies often take a pulse after key milestones in the customer lifecycle. For example, after a first purchase, prior to the renewal or following customer support interactions.

It’s important to realize that CSAT differs from Net Promoter Score (NPS), another popular metric. NPS measures loyalty, the probability that someone will buy again and recommend your company to other people.

So what exactly drives satisfaction?

In short, people are satisfied when their expectations are met. Like many things, expectations are fluid and change based on situational context and stage of the customer journey. For example, if you spring for a first-class ticket on a flight, you are going to expect more personal and proactive service from flight attendants. On the other hand, when you purchase a basic economy seat, you expect attendants to simply ask what you need during their food and drink service. In Economy airline travel, there’s no expectation for a glass of champagne before takeoff.

Circumstances change expectations. When measuring CSAT, it’s important to understand the different circumstances of your individual customers to glean actionable insights.

Why Is CSAT Score Important?

Customer retention is fundamental to a thriving business.

This is because it’s cheaper to keep your current customers than attract new ones. Studies report that 70% of companies say this is true.

CSAT can provide insight into where and when your company is at risk of losing customers. In the same vein, it can uncover opportunities to optimize experiences. If used regularly, it gives businesses a pulse for how your company is performing and helps you understand your customer. Of course, you need to look at and measure the entire journey, not solely flashpoints along the way. It can help you realize where your processes are working and where you need to make changes.

Think about this with customer service. In the last year, 78% of U.S. consumers have stopped doing business with at least 1 company or scrapped a planned purchase based on poor customer service. Moreover, 31% reported doing this multiple times. That is to say, only one instance of poor support can lead to immediate customer attrition. And so, understanding what makes people unsatisfied with customer support can identify a few things. Firstly, where more training needs to be done. Secondly, where there’s an opportunity to be proactive. And lastly, where processes need to change.

Impact of Low Customer Satisfaction: Almost half of the consumers have stopped doing business with at least one company in 2019 due to poor customer service.

In essence, a person’s short-term happiness or unhappiness with your company following their customer interaction is indicative of future spend and lifetime value.

Learn how to automatically resolve customer service inquiries at the industry’s highest rate over messaging, chat, email, and voice with our helpdesk AI solutions.

How Do You Calculate And Measure CSAT Scores?

CSAT is often measured by completing customer satisfaction surveys. Surveys are completed through a brief, single question form asking how a customer feels following their most recent experience. This can be done through an email, chat, phone follow-up question, or through traditional paper or postcard satisfaction surveys. It’s typically immediately following an interaction when the experience is top-of-mind.

Customer satisfaction survey questions often look like the one we offer below: 

How satisfied are you with your recent purchase/support interaction/service?

  • Extremely Satisfied 
  • Somewhat Satisfied 
  • Satisfied 
  • Not Satisfied 
  • Very Dissatisfied 

On a scale of 1-5, how satisfied are you with your recent purchase/support interaction/service?

  • <Very Unsatisfied> 1 2 3 4 5 <Very Satisfied>

To calculate your CSAT, take the number of positive responses (i.e. Extremely and Somewhat Satisfied) and divide by the total number of responses. Then, multiply by 100.

For example, say you gather data from 200 customers. If 160 customers scored satisfaction a 4 or a 5, here’s what you would do.

                     160/200=0.8 (80%)

In this example, the company’s score is 80%.

Additionally, companies will often leave a place for people to add specifics as to why they scored the way they did. This unconstrained feedback in particular can provide invaluable insight into things that can be improved.

How Do You Use Your CSAT Score          

For customers who reported being unsatisfied or dissatisfied, carefully review their entire interaction. You’ll first want to identify what happened. Next, see if there was an opportunity where your company could have been proactive. Finally, determine what information could have provided a more pleasant experience. For example, did someone reach out with questions while setting up your product? Or, is there additional information you could have preemptively provided to ensure a smooth, successful set-up?

For dissatisfied customers, identify ways to court them to try and maintain a positive relationship with them. Can you offer free shipping on their next order if this one was delivered late?

Equally important, you’ll also want to learn from your satisfied customers. What are the key components that led to expectations being met? Did you offer the right tools at the right time? Did you quickly resolve an issue within 2 minutes on social media?

In summary, don’t just look at your percentage. Make sure you dissect the outliers to learn how to exceed customer expectations in the future.

How to improve my CSAT Score?

Customer service is one of the micro-moments that dictate customer loyalty and future spend. As mentioned earlier, one instance of poor service is enough to deter a major portion of your customers to move their business elsewhere. As customer service continues to establish its foothold as a business driver, companies need to meet expectations for customer support. Satisfaction, as you may remember, comes from expectations being met.

 So what do people expect today? In short, quick, convenient resolutions on their channels of choice. For example, in our recent study, we found that: 

  • Nearly Half: Expect not to wait for a resolution
  • 47%: Expect convenience
  • 61%: Expect quick resolution

While that may sound simple, companies are finding it harder to meet these quick-rising demands. And even more, scale personal interactions across customer support email, chat, social and voice channels. In fact, more than 50% of U.S. consumers have not seen any improvement in customer service over the last 12 months.

Improve your customer satisfaction. Discover the best help desk software solutions today.

Another way to improve the results of your surveys? Work on improving the response rates of your surveys. According to research done in 2015 by the American Customer Satisfaction Index, “response rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were averaging between 5% and 15% – which can only provide a straw poll of the customers’ opinions.”4

Improve CSAT Score with AI

Bringing AI customer service into the workforce enables companies to automatically resolve over 50% of incoming tickets immediately, within seconds, according to our customers. These repeatable, everyday tickets are not routed to human agents. Instead, agents focus exclusively on more complex and subjective issues. All tickets – the simple and complex – are resolved faster. Logically, bringing speed to support will increase CSAT.

One of our clients, the Canadian airline WestJet, has seen an increase of 24% with its virtual agent Juliet resolving issues immediately on Facebook Messenger. Juliet is helping people understand how they can fly with skis, how much it costs for a checked bag and flight status within seconds. Customers, all-too-often packing last-minute or stuck in traffic to the airport, are thrilled to get their pressing questions answered without a long hold time or desperate website search.

Comparing CSAT to other popular consumer grading measures

CSAT differs from other popular customer service metrics that are used by companies. When companies use all of these metrics together, they will have a very rich understanding of how your customer support organization is functioning and delivering against customer expectations.

Click here for more information on customer support.

CSAT vs. NPS

Net Promoter Score, or NPS, is used as a way to capture customer feedback. It measures loyalty and the probability that someone will recommend your company to other people. 

NPS looks at overall, long-term brand perception, whereas CSAT measures short-term happiness with a specific incident. NPS can be an indicator of growth potential for a company because peer recommendations carry so much weight in our society that is social media-obsessed. Nielsen actually found that “more than eight-in-10 global respondents (83%) say they completely or somewhat trust the recommendations of friends and family.1”

On NPS surveys, customers are asked a simple question: On a scale of 1-10, how likely are you to recommend [company] to a friend/colleague? Your customers will fall into one of these categories: 

  • Promoters are people who rate your company with a score of 9 or 10. Promoters are your enthusiasts and loyalists.

    • Advice for how to treat promoters:
      • Keep these customers happy as they are the ones that will be recommending your brand to their friends and family.
      • Give them referral codes or links that they can send to their friends to let them earn points or discounts for the new business that they bring in.
      • If it makes sense, involve promoters in product research and selection, for instance, a meal kit company could ask them which recipes they’d like to see on the menu.   

  • Passive customers are people who rate your company a 7 or 8.

    • Advice for how to treat passive customers:
      • Push passive customers to promoter status by asking for a feedback survey on what could be improved and acting on what they tell you.
      • Like promoters, companies can also provide passive customers incentives in the form of referral codes or links that they can send to their friends and family to encourage recommendations and endorsements.
             

  • Detractors are customers who rate your company with a score of 0-6.

    • Advice for how to treat detractors:
      • Analyze your interactions with detractors to see if you can identify why they are unsatisfied.
      • Are there any trends that you can identify? If there are particular instances that occurred throughout someone’s life cycle, say consistently late deliveries, technical issues or wrong items delivered? If so, address the issues, apologize and communicate how the company is making changes so issues don’t happen again.
      • It’s important to remember that you’re not going to have a fan in every customer, so you also need to realize when you’re not going to change someone’s mind and walk away.

CSAT vs. CES

Customer Effort Score, or CES, measures how much effort a customer puts into completing a task, including resolving a support ticket, making a return, etc. CES measures a specific instance.

Measuring CES is important because customers expect effortless, convenient experiences. Customers are more likely to churn if the experience is difficult. In fact, research has shown that “96% of customers with a high-effort service interaction become more disloyal compared to just 9% who have a low-effort experience.2” 

You can reduce effort in a variety of ways. Such as minimizing time spent to get a resolution, the number of times a person has to reach out or total back-and-forth interactions.

To determine CES, you’ll ask your customers, On a scale from “Very Easy” to “Very Difficult”, how was your experience? If you find that you have a low CES score, identify how to remove obstacles and friction from the interaction.

CSAT vs. DSAT

The exact opposite of CSAT is Customer dissatisfaction (DSAT). DSAT measures whether your customers are dissatisfied with an experience. Companies often don’t think about DSAT, but it’s important. This is because the damage a dissatisfied customer could have goes well beyond the individual not ever purchasing from you again. People talk to their friends and post on their social media channels about poor experiences. In fact, Americans are telling an average of 15 people about poor service3.

To track DSAT, you’ll analyze the data from the same question in which you ask how satisfied a person is with experience. On a scale from 1-10, your dissatisfied customers are the ones who responded 1-5. Once you identify your dissatisfied customers, you can analyze their entire experience to identify what went wrong and address the issues.

Don’t waste your resources by giving detractors referral codes or links. Because at this point in time, they are not going to recommend your business.

CSAT Score Benchmarks for 2020 

Companies are putting more focus on the customer experience as a part of the usual market research. Benchmarking CSAT scores against industry averages is a good way to see if your efforts are enough. But how do you know what a  good score is?

Benchmarks depend on many factors, primarily your industry. Some industries have notoriously low scores due to the nature of their business. For instance, airlines have a lot of aspects of their service outside of their control, such as weather events and other delays. Even longer lines at TSA security checks can negatively impact a person’s perception of flight experience. The airline, though, had nothing to do with security delays.

The same holds true for your home internet and cable provider. Service might become interrupted by things outside of the company’s control (for instance weather or downed utility lines). In short, customers don’t always look at the full picture, but rather zero in on the company that they are paying.

The American Customer Satisfaction Index has outlined benchmarks by industry. It also looks at how they change year-over-year. According to the organization, breweries have the highest CSAT at 84%. On the other hand, internet service providers and subscription television services have the lowest at 62%.

A few other industry CSAT score benchmarks include: 

  • Personal care and cleaning products: 83% 
  • eCommerce: 81% 
  • Banks: 80% 
  • Internet Travel Services: 79% 
  • Supermarkets: 78% 
  • Apparel: 77% 
  • Hotels: 75% 
  • Airlines: 74% 

To summarize, keeping track of how your score is performing against industry benchmarks is something you should be closely tracking.

While this is not the only way to measure your customer service performance, it does offer valuable insight into an important dimension of your customer support. Before you can improve your support organization, however, you need to know your baseline and set a goal for the next 3 months, 6 months, etc. Create an actionable plan on how you’re going to reach these goals and improve CSAT, such as reducing resolution time, implementing more self-service options, offering proactive support and being available on more channels.

CSAT is a valuable tool. And we can boost it an average of 20% in 6 months. Interested? Let’s chat.

References

  1. Neilsen: https://www.nielsen.com/wp-content/uploads/sites/3/2019/04/global-trust-in-advertising-report-sept-2015-1.pdf
  2. Qualtrics.com: https://www.qualtrics.com/experience-management/customer/customer-effort-score/
  3. American Express: https://about.americanexpress.com/press-release/wellactually-americans-say-customer-service-better-ever
  4. Customer Think: https://customerthink.com/customer-satisfaction-survey-response-rates-update/ 

17 Customer Satisfaction Survey Questions and Templates

Written by Can Ozdoruk  on   Sep 4, 2021

In this post, we’re covering everything you need to know about customer satisfaction (CSAT) surveys, including: 

  • Customer satisfaction surveys defined 
  • Are these surveys still relevant? 
  • Types of surveys  
  • Customer satisfaction survey templates and examples

For your business to survive and thrive, measuring customer satisfaction is key. You need to take frequent pulses on how your customers feel about your brand, products, services and interactions to identify pain points and benchmark your performance over time. Customer satisfaction surveys are an incredible tool that marketing, support and product teams can leverage to understand how well they perform in their customers’ eyes. 

Let’s dive in. 

What is a Customer Satisfaction Survey?

Customer satisfaction surveys are questionnaires that measure customer sentiment towards a product, service or a specific micro-level interaction like a customer service interaction or online shopping event. CSAT surveys can be time-based (i.e., sent one day after purchase or three months post-purchase) or event-based (i.e., at the end of a free trial or onboarding process). 

Are these types of surveys still relevant?

To grow your business, you need to know how you’re performing against expectations and uncover customer pain points and points of friction. CSAT surveys provide incredible insights into how a customer perceives your brand and products and can indicate future loyalty and spend.

CSAT surveys are the most direct way to understand if you’re meeting customer expectations. Today’s customer journey is complicated and loyalty is fragile. One poor experience can be enough to drive even your most loyal customers away. 

These surveys enable brands to flag where things go wrong in the customer journey. They allow you to improve your product, services and operations to retain customers.  

Without leveraging CSAT surveys, you’re operating in the dark. Getting feedback directly from the customers you need to impress and asking them directly for things that can be improved is essential to be a company that competes on customer experience (CX). 

The benefits don’t stop there, though. Surveys like this also make customers feel appreciated and listened to. It can also help you identify champions who could be asked (or incentivized) to post reviews or refer friends. 

To download a copy of our 2021 Customer Service Benchmark report, visit here.

Types of customer satisfaction survey questions

Generally, CSAT surveys include between 6-8 questions. There are a few common types of survey questions, including closed-ended questions, which see a person select a response from predefined answers, and open-ended questions, which see a person respond in their own words. 

There are benefits to both types of questions. Closed-ended questions provide clean data that can be used for rich analysis and benchmarking. Open-ended questions provide qualitative data, reveal new insights and alert an organization to problems or opportunities they had not yet thought of.

In your surveys, it’s important to mix question types to encourage participation and minimize perceived effort. 

Here are the different types of questions you can use in your surveys: 

  • Rating scale (or ordinal) questions: Rating scale questions ask the customer how they feel about a product, service or interaction by rating it on a numbered scale (i.e., 1-5). If you use a rating scale question, add context to the numbers (i.e., 1 is poor and 5 is excellent). Here’s an example of a rating scale question:
  • Binary questions: Binary questions limit responses to two inputs, such as yes/no or thumbs up / thumbs down. Binary questions can eliminate any ambiguity present in scale questions as everyone can perceive things slightly differently. One person’s 5 response could be another person’s 4. Here’s an example of a binary survey question:
  • Likert scale questions: These questions are also on a scale but measure extreme views on a 5 to 7-point scale. The medium point represents neutrality, with the lowest number (1) representing one extreme and the highest number (5) representing the other extreme. Here’s an example of a Likert scale question:
  • Nominal questions: When there are limited available responses, nominal questions work well. These are multiple-choice questions in which the user selects one option from a predefined set of answers. Unless there is an “All of the Above” option, answers don’t overlap. Here’s an example of a nominal survey question:
  • Open-ended questions: These questions allow a person to write feedback in their own words. While the insights that can be gleaned from open-ended questions are incredible, customers perceive them as requiring more effort. Limit open-ended questions to one or two in your survey. Here’s an example of an open-ended survey question:

Here are the top 17 customer satisfaction survey templates and examples for 2021

These surveys can measure feedback on customer service interactions, product and services, brand experience, as well as customer effort (CES) and net performer score (NPS).  

Customer Service Questions 

  1. Overall, how satisfied were you with your interaction today?  
    • Very Dissatisfied 
    • Dissatisfied 
    • Neutral 
    • Satisfied
    • Very Satisfied
  2. Did we fully resolve your issue? 
    • Yes 
    • No 
  3. On a scale of 1-5, did we make you feel heard and appreciated?
    • 1 – Not at all  
    • 2 – Somewhat 
    •  3 – Neutral 
    •  4 – Yes 
    • 5 – Absolutely, Yes
  4. How did you feel today during our interaction? Select all that apply.
    • Listened to  
    • Appreciated 
    •  Frustrated 
    •  Annoyed 
    • Other ____ 
  5. How easy was it to get your issue resolved today? (Customer Effort Score question)
    • 😡 – Extremely Difficult     
    • 🙁 – Difficult     
    • 😐 – Average      
    • 🙂 – Easy      
    • 🤩 – Very Easy
  6. Which of the following would you describe the support you received today? Select all that apply.
    • Fast
    • Personal 
    • Empathetic
    • Convenient 
    • Effortless 
    • Incomplete
    • Difficult 
    • Other_____

Product Questions 

  1. Is this the first time you’ve used our product/service? 
    • Yes 
    • No 
  2. How well does our product meet your needs? 
    • 1- It does not meet my needs in any way 
    • 2- It meets my needs, but not in every way I expect
    • 3 – Neutral 
    • 4 – It meets my needs 
    • 5 – It exceeds my expectations
  3. How has your experience been with [product/service]?
    • Very Unenjoyable 
    • Unenjoyable 
    • Neutral 
    • Enjoyable
    • Very Enjoyable 
  4. What made you ultimately choose this [product/service] over others?
  5. Is there anything that you would change about our product/service?
  6. Which features are the most valuable?
  7. How satisfied are you with the quality of our product? 
    • Very Dissatisfied 
    • Dissatisfied 
    • Neutral 
    • Satisfied
    • Very Satisfied

Experience Questions 

  1. How would you rate the onboarding process?
    • 😡 – Extremely Difficult     
    • 🙁 – Difficult     
    • 😐 – Average      
    • 🙂 – Easy      
    • 🤩 – Very Easy
  2. What could we have improved with our online shopping experience?
  3. What could we have done differently?

NPS Questions 

  1. How likely are you to recommend this [product/service] to your friends and colleagues? 

                Very Unlikely [1] [2] [3] [4] [5] Very Likely  

Best Practices for Customer Satisfaction Surveys 

When you’re developing CSAT surveys, there are a few best practices to keep in mind. 

  • Be very clear in your messaging: Keep questions concise. Remove ambiguity and avoid using jargon. 
  • Use a mix of open-ended and closed-ended questions: Start your survey with a low-effort, closed-ended question that will more likely entice the person and get them engaged. 
  • Incorporate open-ended options into closed-ended questions: You don’t want an engaged customer to stop taking the survey because they don’t see a relevant answer in a nominal question. You can get around this by adding an “Other” option with a text box for a person to explain in more detail. You can also follow up on scale questions with a prompt to go into more detail. For instance, after asking: “On a scale of 1-5, how satisfied are you with your experience today?” you can follow up with people who ranked on the low end a follow-up question: “What could we have done better?”
  • Understand your goals for the survey: Are you benchmarking your customer experience over time? Are you looking for specific ways to enhance your product or service? Design your survey to give you the data that will be most beneficial for your team.  
  • A/B Test: You’re probably not going to launch the most effective survey at the first shot. A/B test your messaging, timing of when a survey is sent, and delivery method in order to get the most customers engaged.  

Final thoughts: Why every CX leader should consider using CS surveys 

CS surveys provide invaluable feedback on how your customers perceive your products, services, support and brand. Triggering CSAT surveys at key points along the customer journey is essential for companies to compete and grow their business today. Loyalty is tied closer than ever to CX. Without leveraging CSAT surveys, you will be operating in a vacuum, unaware of friction and pain points that can be detrimental to your business. These surveys enable gathering feedback from your customer base–these will improve levels of satisfaction, customer retention, and create more satisfied customers.

To learn more about improving the customer experience, visit:

How AI Can Painlessly Upgrade Customer Service For Travelers

Written by Can Ozdoruk  on   Aug 21, 2019

Let’s explore how AI can drive customer satisfaction in travel and tourism  

Guests expect quick, convenient, and personal resolutions on their channel of choice. Chatbot statistics can help prove that customer service is a core driver for overall customer satisfaction, loyalty and future spend on travel and tourism. Without leveraging AI and customer service, it’s cost-prohibitive for companies to scale efforts that meet these quick-rising demands. According to our travel and hospitality customers, AI travel chatbots can resolve over 50% of pre-, day-of, and post-travel customer service issues in less than one second.

 A study published in the Harvard Business Journal found that responding to customers in five minutes or less when they have an issue leads to a willingness to spend $20 more in the future for a ticket on an airline.

Hotel rooms and plane seats look remarkably similar. Exceptional customer care is how travel and hospitality companies stand out and build brand love. In fact, while 46% of customers took loyalty programs into consideration,  60% say great customer service is critical. [Read how we’re helping WestJet drive high CSAT here.]

AI can manage sky-rocketing volume across an increasing number of channels

Airlines, hotels, and OTAs are experiencing a surge in customer service queries across customer support email, chat and messaging. A large percentage of these tickets, however, covers just a few topics and scenarios (i.e. flight status, baggage policies, etc.). AI can be trained to answer high-volume, highly-repeatable queries from historic call and email logs, and social messaging and chat history. Through machine learning, the AI will understand the various ways that a guest might ask the same question. The more data that is available to use in training the AI, the more accurate the AI will perform.

AI Agents remove the mundane work from the sphere of responsibility of the more expensive human agents. Agents are freed up to focus on the most pressing, high-stress customer issues (such as rebooking a missed flight). Agents are more fulfilled, so companies see lower agent attrition and save significant resources spent hiring and training new employees.

In Practice: Delegate repeatable guest issues to AI

AI can deflect the guest issues below from costly call centers: 

  • Booking: Discovery questions related to available flights, last-minute pricing and options can easily be delegated to AI for quick, accurate responses. Through integrations, such as the Zoho chatbot, an AI Agent can reply to questions like “Do you have any rooms available in Chicago tonight” or “Can I get on an earlier flight” immediately. 
  • Upgrades and value-added services: Once a ticket is booked, an AI Agent can also provide information on policies, cost and real-time availability for questions related to upgrades and ancillary purchases. “Can I get upgraded to a suite”, “Is there free wifi on my flight” or “Is business class available on my flight tomorrow” can be easily delegated to an AI Agent, never getting in a human agent’s queue, while also driving revenue through effortless interaction (i.e. one-click upgrade presented during the conversation). 
  • Status: “Is my flight on time”, “Can I check-in” and “What gate is my flight departing from” are a few examples of status-related questions that represent a large volume of tickets to customer care teams. An AI agent can easily handle queries like this with precision and speed.
  • Policies:  Policy questions like “How many bags can I bring” and “How much does an extra bag cost” are mundane questions that are easily automated with AI. With basic questions answered immediately, CSAT will soar.
  • Billing questions: Post-trip or purchase, many people have questions related to the specific charges or taxes they see. AI can provide initial color into various charges, answering questions like “why was my bill so high” or “what are these taxes for”.
  • Disruptions: AI can act as the first line of defense during weather delays, cancellations, and other disruptions. AI can gather customer information and pull booking options for a human agent to quickly manage.
  • Loyalty Programs and Points: An AI Agent can help people access information related to their loyalty status, miles/points earned, opportunities to “cash in” their rewards or help a traveler get credit for a recent stay or flight. A virtual agent can facilitate loyalty program support through simple API integration.

Click here for the 15 best customer experience tools to elevate CX.

AI can power five-star service, and pay off in the future spend 

Customer service represents an incredible business opportunity to drive revenue growth and dramatically increase CSAT for travel companies. It’s no longer strictly a resolution capacity, but a critical differentiator. Traveling is complex – logistically and emotionally. Issues happen and questions arise. And when they do, travelers have very high expectations for customer service.

Convenient, low-effort support across pre-booking, booking, and post-trip is what customers expect right now. But without bringing AI into the workforce, it’s very difficult for companies to meet these expectations.

AI customer support can delight customers with immediate resolutions while supercharging human agent productivity. Travel companies will also enjoy enormous cost savings by optimizing human agent time and reducing agent and customer churn.

Are you a travel and tourism company that’s ready to increase customer satisfaction? We’d love to chat.

For more information chatbot tools or AI customer service, visit: