CONVENIENCE IS EVERYTHING
The travel and hospitality industry is innovating at a rapid pace to meet customers’ increasingly high expectations for effortless customer experience as they travel to their favorite getaways across the globe. What the news coverage of poor customer experiences with airlines has shown us is that customers are quick to share their experience, and they are even faster at switching to another provider when they are not fully satisfied.
PERSONALIZATION INCREASES CUSTOMER SATISFACTION
The industry is fighting to retain and create loyal customers through advanced technology and self-service channels, including innovative chatbots. The ability to change flights in-app, book hotels in Facebook Messenger, and plan an entire trip over the channel of your choice is becoming the new norm for the travel and hospitality customer experience.
Bright Pattern provides the solutions to build brand loyalty through advanced omnichannel technology, proactive communications, AI and bot self-service, and an easy-to-use agent interface
Proactively engage with customers over a variety of digital channels. Provide travel updates and notifications over text messages or in-app. Use AI to process payments across all channels. Automatically email customers with updated itineraries and continue the conversation while customers are at their travel destination.
UNIFIED AGENT DESKTOP
Consolidating customer data, communication tools, and easy-to-access information into a single desktop is critical in servicing your customers. The decluttered Agent Desktop puts actionable customer data and knowledge at your agents’ fingertips so they can solve customer problems, not hunt for information. By bringing all customer data to a single screen, agents are empowered to personalize each interaction.
EASY BOOKING USING SELF-SERVICE CHANNELS AND CHATBOTS
Allow customers to book travel plans using self-service channels with easy escalation to a live agent. Self-service options provide consumers with more freedom while reducing the chance of a large influx of calls to the concierge and staff. Extend self-service options to guests as they arrive at their destination. For example, allow guests to check-in, order room service, and more, over digital channels on the go. Bright Pattern partner Alterra.ai has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology, Alterra.ai created the first-ever virtual travel agent.
ENGAGE WITH CUSTOMERS VIA MESSENGER APPS
Popular travel agencies and airlines are beginning to provide booking options through mobile devices, via SMS, web chat, messengers, and chatbots. From the first interaction, customers can determine how they want to interact with your company and determine their unique journey. Bright Pattern provides communication over popular messenger apps, including Facebook Messenger, LINE, Telegram, Viber, WhatsApp, and WeChat
INTEGRATE WITH EXISTING CRMS OUT OF THE BOX
Increase agent productivity with an integration UI, click-to-call, screen pop, and activity history automatically saved with each ticket. Bright Pattern has out-of-the-box integrations with top CRM providers, including Salesforce, Microsoft Dynamics, Zendesk, Oracle Service Cloud, and ServiceNow.
MAINTAIN PCI COMPLIANCE
The travel and hospitality industry requires higher levels of security and compliance to protect all customer data and avoid litigation. It is important to have special security standards in place to prohibit agents from viewing sensitive information and to protect customer information from outside sources. Bright Pattern is PCI DSS 3.2 compliant and has received an independent third-party compliance certification from CompliancePoint.
CompliancePoint is a skilled team of contact center compliance consultants with a successful history of consulting and auditing Fortune 500 firms and global industry leaders.