Everything is about timing in the travel industry. A late response to a customer query can mean one missed flight โ๏ธ, one ruined vacation ๐ด, or a lost booking altogether ๐ .
That is why reactive support isn't enough anymore. The best SaaS travel companies are moving toward proactive customer support, wherein they try to anticipate problems before they strike and provide solutions even before customers ask. ๐ก
Here's how you can make it happen:
๐๐ฎ๐ญ๐จ๐ฆ๐๐ญ๐ ๐ ๐๐๐ฌ & ๐๐๐ฅ๐-๐๐๐ซ๐ฏ๐ข๐๐ ๐ค:ย Customers hate waiting for answers. A well-designed help center, chatbot, or AI-powered FAQ can resolve 70% of regular questions instantly.
๐๐๐๐ฅ-๐๐ข๐ฆ๐ ๐๐ฅ๐๐ซ๐ญ๐ฌ & ๐๐จ๐ญ๐ข๐๐ข๐๐๐ญ๐ข๐จ๐ง๐ฌ ๐ฒ:ย Face it, no one loves to learn that their flight was canceled or there's an issue with the booking at the last minute. Push notifications, SMS updates, and emails can keep them in the loop.
๐๐๐ซ๐ฌ๐จ๐ง๐๐ฅ๐ข๐ณ๐๐ ๐๐ก๐๐๐ค-๐๐ง๐ฌ ๐ฌ: Beat the customer to it. If there's a high-value customer who either has repeat bookings or is scheduled to travel, send in a quick check-in message to ensure that everything is going as it should.
๐๐๐ญ๐๐ก ๐จ๐ฎ๐ญ ๐๐จ๐ซ ๐๐ง๐ ๐๐ซ๐๐๐ข๐๐ญ ๐๐ฌ๐ฌ๐ฎ๐๐ฌ ๐: AI does more than answer questions; it can find patterns to prevent problems before they scale. If your users continue to have issues logging in or are falling off during the payment stage, your system should flag that.
After all, the best support experience is one where the customer doesn't even feel the need to contact you. ๐

Comments