After a long 4-5 years, as our world gradually emerges from the COVID pandemic, the travel & tourism industries are looking to recover and meet the needs of global travelers. Within the United States itself, travel flourishes – and, with such a demand for travel (especially in the business sector) – businesses in the U.S. travel industry must know how to deliver top-quality customer engagement & customer service to ensure they remain competitive in the industry. Though this is mainly handled in-house, such travel industry companies face several challenges when it comes to customer service. This is where multilingual customer service outsourcing for travel companies can help.
In this blog post, let’s explore:
- the significance of the U.S. travel industry,
- the U.S. travel industry’s customer service pain points, and
- how outsourcing of multilingual customer service support through Callnovo Contact Center can help U.S. travel industry businesses overcome these challenges.
Significance of the U.S. Travel Industry in Meeting Global Travel Needs Post-Pandemic
The U.S. travel industry is a critical component of the global tourism market. Prior to COVID-19, the U.S. travel industry was contributing more than $1 trillion annually to the country’s economy, supporting millions of jobs and businesses across the industry. According to the U.S. Travel Association, travel spending generated $2.6 trillion in economic output in 2019, with $1.1 trillion of that coming from domestic travelers and $1.5 trillion from international visitors.
Though the pandemic had a significant impact on the travel industry, causing a 42% decline in travel spending in 2020, the U.S. travel industry is expected to play a crucial role in meeting global travel needs post-pandemic as the world continues to recover from the COVID-19 pandemic. In 2021, it was determined by the U.S. Travel Association that travel spending in the U.S. was projected to increase by 49% compared to 2020; travel spending had exceeded that percentage and is expected to continue to grow. One reason for this is the vast size and diversity of the U.S. travel industry. Not only does the country have a wide range of destinations & attractions – however, business travel makes up a strong portion of the industry – up to 21%. In 2019, the U.S. welcomed a record 79.3 million international visitors, generating $254 billion in travel spending. Additionally, the U.S. travel industry is well-equipped to meet the needs of travelers. From world-class airports to efficient transportation systems, accommodation options, and tourism services, the U.S. has strong infrastructure and services available for travelers. In addition, the industry’s innovation and technology can help to enhance the travel experience for visitors. In 2021, the travel & tourism industry was accurately-projected to contribute $2.4 trillion to the U.S. GDP, supporting 15.8 million jobs.
Pain Points of Businesses in the U.S. Travel Industry When it Comes to High-Quality Customer Engagement and Customer Service
As the U.S. travel industry continues to recover, we must face the reality when it comes to in-house customer service: businesses in the U.S. travel industry face several challenges when it comes to delivering high-quality customer service – such as:
- Language Barriers: Travelers from around the world visit the United States, and businesses need to be able to communicate with them in their native language to provide a personalized experience.
- 24/7 Availability: Customers expect businesses to be available around the clock to answer their questions and address their concerns.
- Volume of Inquiries: The travel industry is fast-paced, and businesses receive a high volume of inquiries from customers, which can be challenging to manage.
- Cost-Effective Solutions: Businesses need to provide sharp customer service while keeping costs low to remain competitive in the market.
How Multilingual Customer Service Outsourcing for Travel Companies Meets Pain Points
Outsourcing of multilingual customer service support for travel industry can help mitigate the pain points of in-house U.S. travel industry customer service in several ways. While the need to provide exceptional customer service across different languages and cultures is a big challenge, outsourcing travel customer service outsourcing to a multilingual call center can help address this challenge with access to a team of trained, experienced CSRs fluent in multiple languages and who can understand cultural nuances. By outsourcing customer service, U.S. travel companies can also reduce the burden on their in-house staff, allowing them to focus on other core business functions. This can lead to improved productivity, better efficiency, and ultimately, a stronger customer experience. Additionally, outsourcing can help U.S. travel companies manage fluctuating call volumes and provide 24/7 support to customers, which can be particularly important in the travel industry, where customers may need assistance at any moment. Outsourced contact centers’ scalable solutions allow travel companies to easily scale their customer service operations as needed, ensuring they can always meet their customers’ needs. Multilingual customer service outsourcing for travel companies leads to improved customer satisfaction, increased loyalty, and greater business success.
How Callnovo Contact Center Meets the Pain Points of Businesses in the U.S. Travel Industry
Callnovo Contact Center – an 18+ year-tenured, leading provider of multilingual customer service outsourcing solutions – offers comprehensive travel customer service outsourcing solutions to businesses in the U.S. travel industry. Callnovo’s services are designed to meet the unique needs and pain points of all types of clients in the industry.
Here are some of the ways in which Callnovo can help businesses in the travel industry overcome their customer service pain points:
- Multilingual Customer Service Support: Callnovo provides multilingual customer service support to help businesses in the travel industry connect with their customers in their preferred languages. With a quality team of skilled agents who can speak and write fluently in multiple languages, businesses can overcome language barriers and improve customer engagement & satisfaction.
- 24/7 Customer Support: Callnovo understands the travel industry is a 24/7 industry, and customer support is critical at all times. Callnovo’s team of agents is available 24/7 to provide comprehensive customer support to businesses in the travel industry, regardless of the time zone.
- High-quality Customer Service: Callnovo prioritizes the quality of their customer service. Their team of agents is trained to provide high-quality customer service and ensure customer satisfaction. Callnovo also uses the latest technology and software to streamline operations and improve the efficiency of our customer service.
- Cost-effective Outsourcing: Outsourcing customer service to Callnovo saves businesses in the travel industry a significant amount of money. Their services are cost-effective, and businesses can reduce their overhead costs significantly while still providing high-quality customer service.
Conclusion
The travel industry in the U.S. is poised to experience a boom in demand post-pandemic; to cater to the growing needs of travelers, businesses in the travel industry must prioritize customer service and engagement. While this can be challenging in-house – especially for companies with limited resources and budget – outsourcing of multilingual customer support for travel industry can support businesses in overcoming their customer service pain points and provide high-quality customer support to their customers. Callnovo Contact Center understands the unique challenges that the travel industry faces, and they offer a range of multilingual outsourcing solutions to help businesses meet their customer service needs. With their team of skilled and experienced agents, they provide 24/7 customer support in 65+ languages throughout 250+ regions, ensuring your customers receive the best possible service & support, no matter the service market. Additionally, Callnovo also offers a range of other services, including lead generation, telemarketing, and back-office support – all designed to help businesses in the travel industry optimize their operations & grow their business. Callnovo is committed to providing clients with the highest quality service and support and is available to help your travel business succeed.