Omni-Channel Self Service Travel 
Vonage
DECEMBER 7, 2015
The holiday season is upon us, and air travel is likely in many of our futures. For most travelers, there are three options: wait in line at the airline’s ticket desk, dial the airline’s customer service line, or seethe quietly at the airport bar. Visibility and accessibility are key to establishing omni-channel service.
BlueOcean
MARCH 31, 2021
Backed up orders, ticket back logs, and overwhelmed websites will all lead consumers to their phones, whether it’s to make a direct phone call or to scroll through self-service options. On the flip side, it’s obvious how sectors like travel and tourism have suffered over the last year—and that means dwindling contact volume.
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Team Support
APRIL 6, 2021
Customers prefer omnichannel support options. Industry research implies that most organizations still haven't implemented omnichannel support, and in fact many don't have agents cross-trained to handle multiple channels at all. Add humanity to your self-service support options.
GetFeedback
AUGUST 16, 2018
While most companies still use traditional metrics like CSAT and Net Promoter Score, we’re seeing more and more teams shifting to CES to measure their overall performance across channels. As more companies move toward offering omni-channel customer support, CES will continue growing in popularity. Self-Service Metrics.
Bold360
JANUARY 10, 2017
For travel and ecommerce sites in the months after New Year’s, bringing the right kind of traffic to your site can be tricky, and making the most of it is even harder. Address common customer service issues with self-service. ” Read more about creating a winning cx with self-service for travel and for retail.
NICE inContact
MAY 10, 2019
NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). For Swedish Rail and its partner WebHelp, the journey continues.
TechSee
SEPTEMBER 24, 2019
Sam travels often for business. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty. In fact, 95% of customers use three or more channels to connect with a company in a single service interaction. Inconsistent experiences do serious damage.
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