ResponseTek:CEM Benefits
- Identify at-risk customers and understand the root causes of dissatisfaction.
- Resolve customer issues on an individual basis by providing agents workflow and action management tools.
- Improve agent performance by providing continuous, real-time feedback and targeted training.
- Deflect inbound contact center activity and reduce operating costs by providing customers self-service options.
- Improve your brand and grow market share by focusing your entire organization on consistent delivery of customer experience excellence.
Your Voice of the Customer Solution
As the costs of travel continue to rise around the globe, airlines, car rental firms, hotels and reservation agencies are moving more and more business online.
But without a customer advocacy and retention strategy, even the most efficient travel business is at risk of losing market share. It’s all about the customer experience, but when you’re dealing with thousands – or hundreds of thousands – of customer transactions, how do you consistently deliver quality service?
ResponseTek helps you close the gap between the quality of service you promise to customers, and what you deliver. Our solutions involve your customers in all aspects of your business, integrate their voices into your organization, and provide your employees the tools needed to improve the customer experience.
Actionable Business Intelligence
An industry-leading, on-demand Customer Experience Management (CEM) software solution, ResponseTek:CEM addresses the specific needs of the travel and hospitality sector, generating real-time results for some of the world’s leading customer management organizations.
ResponseTek:CEM transforms the voice of your customer into actionable business intelligence.
Involve the customer
Whether at home or abroad, using in-house or outsourced front-line staff, ResponseTek:CEM allows your customers to tell you about the quality of service delivered by your organization:
- At every transaction, including pre-booking, reservations, service, and billing.
- At every stage of the customer lifecycle, from marketing to purchase and up-selling/cross-selling, through to actual travel.
- At all touch points, including in-person, web, phone, IVR, email and SMS.
Integrate the voice of the customer
Customer experiences flow into your organization continuously, and are shared using ResponseTek:CEM Dashboards and Analytics. The voice of the customer is now actionable business intelligence, a transformation that delivers:
- The right information, pushing performance and benchmark reports to front-line staff on a daily basis, and customer feedback on top issues to supervisors and managers.
- The right people, ensuring your best and worst customer service staff see the results of their performance on a daily basis, and are assigned accountability for resolving at-risk customers.
- The right time, allowing you to correct behaviors and identify training opportunities immediately, in the continuous pursuit of service excellence.
Improve your business
When integrated with your customer service processes, customer insights generated by ResponseTek:CEM not only create a shared understanding of the value of customer advocacy on the business, they allow your agents and management to improve the customer experience across all levels of the business:
- People become customer-centric, with real-time alerts, action management and performance reports ensuring consistent, quality experiences are delivered to customers.
- Processes become customer-centric, with experience-based knowledge management tools deflecting inbound customer contact, reducing operating cost and driving quality of service delivery and efficiency.
- Products and services become customer-centric, with the voice of the customer informing business planning and prioritization, and driving overall brand performance in the consumer marketplace.
Find out more |
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Attend a web seminar, and find out why and how to operationalize your CEM solution |
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Download a case study, to learn about CEM best practices and ResponseTek:CEM success stories from industry leaders |
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Request a custom demonstration of ResponseTek:CEM for travel |
Contact Us
To see ResponseTek:CEM for Travel in action, contact us at:
solutions@responsetek.com
Toll Free: (866) 484-2900
Local/Intl: (604) 484-2900
