of customers find it extremely frustrating to repeat
of customers will call the contact center if they cannot find an answer easily
relevancy of knowledge base articles reduces the number of calls into a contact center
The travel and hospitality industry has seen more web-influenced changes than most other industries. Customers expect to find real-time information and help online, and be offered a choice of contact methods, including the option to have replies by email rather than direct contact over the phone.
Transaction value varies widely from high-value interactions that are enhanced by direct contact to low-margin transactions where agent intervention would impact profitability.
With many competing organizations to choose from, poor customer service is one the major reasons why businesses lose customers.
Customers are increasingly using the web to inform or facilitate their travel plans.
Customers increasingly expect to be able to get help online, and be offered a choice of contact methods, including the option to have replies by email rather than direct contact over the phone.
The volume and type of customer inquiries can vary significantly in response to events or competitive offers.