Connect with travelers on their preferred channels
Effective digital customer service is omnichannel. Customer preferences are increasingly shifting from phone to digital messaging. Engage customers on digital channels to keep them happy and stay competitive.
Read more about the benefits of digital messaging for business:
ITC can deliver travel experience excellence through:
Build customer loyalty with tools that create customer experience excellence and lower costs by making your customer contact agents more efficient.
83% of US travelers make travel bookings over digital channels
90% of hotel guests in the US and the UK said they would find digital messaging with a hotel useful.
73% of travelers use their smartphone while they are traveling.
Mobile: Guests can connect from anywhere to ask questions on their own time.
Concurrent: Phone calls are 1-to-1.Digital enables support of 3-5 guests at once.
Efficient: Digital is more efficient than phone.
Empower Your Team To Fully Assist Customers
Secure authentication is essential for verifying your customers’ identities and for enabling your agents to fulfill customer requests while protecting the security of their personally-identifiable information. However, when digital engagements require an exchange of sensitive information, the conversation must be transferred to a secure channel, which interrupts the agent’s workflow and increases customer frustration.
The solution: secure authentication that briefly diverts customers off-channel in a seamless way to verify their identity before returning to that same digital channel to complete the interaction – allowing for a fluid user experience for both parties.