Transform Every Journey into a Memorable Experience with Customer Support

Article Summary：Udesk, a leading provider of innovative customer support solutions, has been instrumental in transforming the service experiences of major players. This article explores how Udesk has revolutionized customer service in the travel and hospitality sector.

"Good morning, I'd like to book a twin room for July 1st and July 2nd."

"Hello, how can I check the information for the flight tickets I've already purchased?"

...

Scenarios like these occur every day in the tourism and hospitality industry, with many customer service representatives handling queries. However, in this process, they often face some challenges:

High volume of inquiries: Customer service representatives often deal with a large number of inquiries, especially during peak seasons or popular travel times.

Repetitive questions: Many inquiries are repetitive in nature, such as booking requests, reservation modifications, or queries about amenities and facilities.

Multilingual support: With travelers coming from diverse backgrounds, there is a need for multilingual support to cater to customers who speak different languages.

Integration with communication platforms: Customers may prefer to communicate through various channels such as phone calls, emails, social media, or messaging apps. Integrating these platforms seamlessly can be a challenge for customer service systems.

Time-sensitive requests: Customers may have urgent requests or issues that need immediate attention, requiring customer service representatives to prioritize and respond promptly.

There is no doubt that in the competitive landscape of the tourism and hospitality industry, providing exceptional customer service is paramount to success. However, the question remains: how can exceptional customer service be provided?

Udesk, a leading provider of innovative customer support solutions, has been instrumental in transforming the service experiences of major players. Let's now explore how Udesk has revolutionized customer service in the travel and hospitality sector.

What Udesk can Provide for Your Customer Experience

Udesk's platform offers a comprehensive suite of tools designed to streamline customer interactions and enhance satisfaction.

Engage with your guests wherever they are

Enable convenient support through your mobile application, telephone, or popular messaging platforms like Facebook Messenger and WhatsApp. Consolidate all customer interactions on one integrated platform for smooth and efficient communication.

Improve your customer experience

Boost customer service effectiveness by minimizing wait times. Leverage AI and chatbots to provide immediate replies and handle standard queries automatically. Decrease ticket numbers through automation, provide continuous support around the clock with chatbots, escalate intricate inquiries from bots to human agents, and recognize buying signals to turn service inquiries into potential sales opportunities.

Case Studies

Here are two cases to see how Udesk revolutionizes customer service for the hotel and tourism industry. 

Udesk X Hilton

Background

Hilton Hotels is a globally renowned brand and a shining example of forward-thinking in the hospitality industry. Hilton's footprint extends across more countries and regions than any other full-service hotel brand, with over 570 hotels and resorts in 79 countries/territories across six continents. However, despite its widespread recognition and extensive service offerings, Hilton faces some challenges in customer service due to the high volume of inquiries and diverse needs of its clients.

1. Hilton (Japan) lacked online communication channels and sought integration with LINE for customer queries. Additionally, the platform lacked support for Japanese language in both the backend and frontend interfaces.
2. The frequency of customer inquiries was high, with many repetitive questions, leading to a heavy workload for customer service personnel and low efficiency.

There was a pressing need for an efficient intelligent tool to enhance customer service capabilities. Udesk proposed the following comprehensive solutions:

1.LINE Channel Integration

Udesk offers seamless integration with LINE, providing a channel for users to inquire in multiple languages, catering to the diverse linguistic needs of those seeking information.

2.Overseas Site Deployment

Deploying overseas nodes will mitigate latency issues for international visitors accessing the domestic platform. This deployment aims to enhance customer experience, making the integration with overseas channels more convenient.

3.Intelligent Customer Service Chatbot

Implementing an intelligent chatbot to handle repetitive and common queries independently. This solution alleviates the workload on human customer service personnel, allowing them to focus on more complex issues and enhancing overall efficiency.

The implementation of Udesk's comprehensive solutions has yielded significant outcomes for Hilton Hotels and Resorts, it provides multilingual online consultation, effectively addressing language differences has enhanced the internationalization of user services. The introduction of an intelligent chatbot has successfully alleviated the workload on human customer service, particularly in handling repetitive and common queries. Customers can now obtain quick and accurate service through the chatbot, resulting in improved overall efficiency.

Udesk X MEIYA

Background

MEIYA Airlines, affiliated with MEIYA Group, is a major B2B international air ticket distribution platform in China. MEIYA also meets the same issues like Hilton: repetitive questions, low customer efficiency, etc.

Udesk gives exclusive solutions based on MEIYA's own circumstances.

Intelligent call routing

With intelligent call routing, inquiries are automatically directed to the right agents depending on their skills, channel, availability, or all three. Udesk's implement automatic call distribution (ACD) with skills-based and intelligent routing to ensure every customer receives the right support.

Omnichannel agent desktop

An omnichannel agent desktop is an interface that provides a complete view of a customer's history and interactions across all communication channels. It gives agents the context needed to provide the best possible customer experience.

Self-service options

IVR systems, knowledge bases, community forums, AI chatbots, and other automation tools help customers help themselves. When customers can solve basic problems on their own, agents and managers can focus on helping other callers with more complex or urgent needs.

With Udesk's Call Center, MEIYA has established a nationwide 24/7 1-on-1 dedicated customer service contact center to offer professional international air ticket travel solutions for customers and partners. It has enhanced personalized service experiences and achieved improvements in customer satisfaction.

Elevate your customer service to new heights with the Udesk intelligent service system

Udesk's innovative solutions have revolutionized customer service in the tourism industry, benefiting companies like Hilton and MEIYA by improving efficiency, increasing satisfaction, and fostering customer loyalty. As the tourism sector continues to evolve, Udesk remains committed to empowering businesses with the tools they need to deliver exceptional service and exceed customer expectations.

》》Click to start your free trial of Udesk, and experience the advantages firsthand.

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/transform-every-journey-into-a-memorable-experience-with-customer-support.html