Omnichannel - RedialBPO

Is your CX good enough for young travelers?

November 11, 2022/in Business Process Outsourcing, Omnichannel /by Federico Castillo

The travel industry is going through an exciting transformation and recovery as millennials and Gen Zer’s become the majority of travelers.

According to data by Deloitte and travel perk, Millennials currently make up 41% of travelers, with Gen Z accounting for another 19%.

And this trend is only accelerating. By 2022, millennials will make up 49% of travelers, while Gen Z will account for 26%.

This for different reasons, such as:

Young adults are becoming more attracted to knowing different countries and cultures.
The rise of digital nomads’ trough remote working option is here and continues to grow.

With such a large segment of their target market shifting attitudes toward new experiences rather than materialistic vacations, many travel brands are struggling to keep up.

Are you ready to meet the needs of young travelers? If you’re not quite there yet, don’t worry–we have you covered with three quick tips you can consider on how to improve your customer experience as a travel brand and keep young travelers coming back again and again.

Always-on digital accessibility

As a travel brand, one of the most important aspects of excellent CX is making sure that all your digital channels are accessible to all customers.

If a traveler encounters a website or app that isn’t accessible with a screen reader, or if a particular flight booking system isn’t compatible with screen readers or screen magnification software, it can make the entire process much more difficult and stressful.

In other words, young people like fast, responsive and user-friendly channels to look for the perfect gateaway.

Luckily, there are many ways to make your digital channels more accessible. You can start by making sure all your page or apps have real images of the destination/place, optimized and verified information to give more clarity and relevant info to consider.

You can also look into making your phone booking and assistance systems accessible with features like speech recognition software and text-to-voice functionality.

Digital attention through email, live chat or call is a must to follow up any request the customer might require.

Clear and transparent communication

Another important aspect of CX is how you communicate with your customers, both before and after their trip. If a traveler feels confused about their trip, their options, or how to book their desired experience, they may end up booking with a different company.

If a traveler feels like the company is hiding information from them, or if they feel like the company doesn’t care about helping them, they’re less likely to book with you again in the future.

Personally, I always check on policies and hidden fee information, that way I don’t get any surprises at the reception! Show every fee!

There are many ways to improve the transparency of your communication with customers.

You can start with good general FAQs, or even a blog where travelers can ask questions and get answers.

You can also make sure that your customer service team is trained to communicate clearly and in a non-judgmental way with all customers, without being condescending or overly helpful.

Everyone deserves to enjoy a nice trip, so making them feel the right way will give an extra sense of comfort & security.

Flexibility

Millennials and Gen Zer’s are a very independent bunch, and they value flexibility in their traveling experiences. If you offer a variety of flexible options for your customers, it can help make their traveling experience easier and more enjoyable.

Another survey by Deloitte explains how our generation are living paycheck by paycheck, due to different economic elements. Still, we can enjoy a good trip.

This might include things like free cancellation policies, free seat changes, free checked bag policies, or even things like in-flight meal options.

If you offer too many of these things, though, you may alienate other travelers who don’t want or need all those options. So, your data will be a great ally.

You can improve your flexibility by making sure the options you offer are clear and easy to understand.

For example, instead of offering a free checked bag option, you can offer a free second bag. This way, you’re still offering a good benefit, but it’s not as strong as the first option.

Also, hotels can offer special discounts on the days or months they know the market presents low assistance.

You can also make sure you have a good reason for offering each of these benefits.

Communicate through your digital channels these benefits to have more response.

Final thoughts:

Overall, the travel industry is changing, and travel brands need to change with it. Whether you’re targeting Millennials or Gen Z, or you simply want to improve your CX for everyone, these tips can help you create a better experience for your customers.

Whether you use these tips to improve your current practices or to start fresh, you’ll be sure to see an improvement in your CX.

Thank you for reading our blog; if you want to like to see more, click here.

Want to know us better and how we can help your travelers? Talk to us!

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

How a nearshore BPO impacts the brokerage business?

August 25, 2022/in Business Process Outsourcing, Call Center, Omnichannel /by Federico Castillo

Brokerage firms or companies have been intermediaries and key players in facilitating numerous processes.

Its effectiveness in obtaining financial resources, goods, and capital, in general, has contributed to production levels.

Additionally, it has developed new tools and ways to diversify income sources.

But how can these same businesses make it easier for others to increase their market reach, receive support, and delegate numerous requests?

Since brokerage can work with several commercial sectors, it is essential to have operational services for proper management.

Outsourcing your intermediation services allows you to expand your operations reach by different means of work at a cost-effective price.

Let us tell you how!

The importance of omnichannel:

Customer service through omnichannel channels predominates with a 75% preference since the main desire of consumers is to have immediate and consistent attention with various alternatives.

Due to the constant demand for applications requires preferred methods according to the type of person and case and the ability to transfer simultaneously from one medium to another.

This represents the need for businesses to consider adapting to different means of assistance such as email, live chat, and social networks, and the predominant with 76%: is telephone attention.

Most influential brokerage services:

The services with more presence and movement flow include:

• Stock brokerage:

Above all digital applications, Stockbrokers have amplified their business to the growing interest of diversifying resources and income through the stock exchange.

It has represented an opening to what was considered an exclusive service a few years ago, but these services can already be offered to all.

Above all, considering that investments are either fixed rates of return or high risk (such as cryptocurrencies) requires service and counseling.

• Credit & loans brokers:

Specialized services are offered for any information-related topic and assistance to individual accounts.

• Real estate brokerage

One of the branches concentrates on the acquisition of buyers and sellers. Care and follow-up processes are critical to the correct management of these investments.

• Insurance brokerage

They have an essential task in dealing with cases that can be inconvenient, sinister, or tort.

Speed and efficiency in these cases are more than necessary by the nature of the events.

Recording data and requests are high-volume processes that can be acquired through a nearshore BPO.

• Business brokerage:

Offering highly trained agents and the best tools for sale or post-follow-up to close cases establish serious competition in the market.

Final thoughts:

The brokerage business is present in many aspects of our lives and continues to grow daily.

Companies present themselves with different business strategies, models, technology, and innovation that have solved problems and more accessible opportunities.

With a vision of growth and constant transactions, brokerage businesses must be prepared to optimize their processes and align their objectives with strategic partners.

Are you ready to take your business to the next level? We’d love to hear from you.

Federico Castillo

Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.

Assisting Hospitality Business Challenges Through a BPO.

June 28, 2022/in Business Process Outsourcing, Customer Support, Omnichannel /by Jason Heil

We are still in a post-pandemic recovery process where different industries have faced great adversities. One of them is the hospitality industry.

Travel restrictions, the suspension of several businesses, and panic, in general, were just some factors that led to the cut of 50 million jobs globally.

This figure made me think about the importance of unity and the necessary preparations to ensure the safety of all.

I am also motivated to explore the challenges to consider and how they can help us develop alternatives to maintain times of prosperity.

The overall impact on operations:

The hospitality industry has faced a global impact in all its functional pathways, from the workforce, covering all service and administration areas, to destinations.

In times of recovery, it is natural to seek and recover investments at cost reduction, with projections of effectiveness.

A business provider that handles different specialized services will be crucial in maintaining consistency and tracking all processes.

Necessary to meet the demands that will gradually arise within the hospitality services market.

We can point to this as a new opportunity to innovate business models and strengthen the digitization of the industry.

Improvement in operational processes.

Leaders and companies constantly analyze the most efficient ways to obtain results through different teams and channels.

A culture that motivates the workforce and generates alliances with other actors that tie with it, providing positive contributions.

The alignment of cultures has become fundamental in a multilateral scenario, in which companies with a vision of expanding their market run.

Recognition of your leaders:

Recognizing all team members, aside from the company or industry, is essential. Motivation is key to achieving any goal.

But those who cannot be ignored are the leaders. Those who stand out and show interest in personal and professional growth will become critical elements.

I always get excited when I share success stories in Redial, because, beyond the benefit we could get from delegating activities, your staff growth is a sign of the opportunities that are appearing.

So, if we recognize this talent, we retain more individuals who can help us optimize processes and rescue the sector’s attraction.

Use of digital tools.

As a result, incorporating tools that allow these processes will give agility in the attention of the different media.

Coupled with these benefits, providing a quick general care service, hosting, and administration improve the consumer experience.

These digital services provided by different platforms or contact centers have maintained the opportunities to stand out in the market and retain customers.

When the customer receives friendly and specialized care, we have more chances to ensure their return by receiving help throughout the process.

We can see it from the customer’s perspective, generating or regaining the confidence to take their trips for personal or business reasons.

The least you could expect would be not only quick attention, but you would also expect all the digital channels mentioned to facilitate your experience from purchase to arrival.

Rates:

The rates offered directly from hotel companies’ websites, or intermediary platforms will be one of the most determining points for the market.

The diversification of experiences and prices will be even more observed and demanded, so having trained staff to answer any questions and be able to persuade will be invaluable.

Final thoughts.

I believe that no industry is exempt from the need to be up to date in terms of technological innovation.

The offer of digital services and attention by omnichannel media will no longer be; they have been necessary for the last decade to improve the consumer experience.

Sharing vision and objectives with partners and reducing costs without sacrificing service performance and effectiveness is a plus point that BPO businesses will have an advantage due to its multidisciplinary nature.

Would you like to know more about Redial and how it can help your hospitality business? We have all the tools to help you.

Jason Heil

Benefits of Omnichannel Customer Support

March 18, 2022/in Customer Service, Customer Support, Omnichannel /by Luis Olvera

There is a way to keep clients engaged and loyal through every interaction; this includes a highly focused detail on the service provided, which can be easily achieved through omnichannel customer service.

It is no secret that 90% of clients have consistent channels while 75% of online customers expect assistance within 5 minutes[1]; these numbers put it upfront that integrating omnichannel customer support in your business is a game-changer.

Here are five items to look at which give insight on the benefits of omnichannel and what you can obtain from implementing it across your business.

At the forefront of knowing your customer

Data is everything in the 21^st century; it helps us understand trends and can create efficient models that assist you in tailoring campaigns and focusing on specific demographics through sheer interaction.

Omnichannel customer support also helps put all the data in one place, regardless of the customer’s communication method. This allows every interaction to understand what is needed and how it can be provided in the shortest possible time.

To further put the customer at the center stage, understanding previous interactions and any issues they had in the past allows for rapid defusal of challenging situations and creates an immediate positive experience, turning a dissatisfied customer into a part of your loyal client base.

Omnichannel customer service gives you what you want wherever they are

In the past, one of the main challenges of customer service was putting everything into one place; transferring a customer around could mean long wait times with no information available from the previous interaction.

Complicating matters further, other channels would not always provide the same information, broadening the customer experience entirely and opening the gap for customer dissatisfaction, and ending their interaction right there and then.

With omnichannel customer support, the possibilities are endless, be it by phone in another country, through their smartphone through an app, a fax that ends up connected to other channels, or via live chat on a laptop from the other side of the world.

This method empowers the client to make the right decision and helps your business maintain a loyal baseline.

Making the customer experience feel unique with every interaction

As we have mentioned before, data is everything to ensure you understand your customers at every step of their experience, making it faster and more efficient for them to get exactly what they want.

Through omnichannel customer support, it is easier for your customers to find other products or services they may be interested in, getting the correct answer and opening opportunities for an upsell for other items that fit right into their current interests.

With thorough, continuous training, the right customer service partner helping you build a great customer experience, and omnichannel customer service, the possibilities for growth open up considerably.

All roads lead to real-time customer support…

Numbers talk heavily regarding the importance of time on every interaction, with 79% of customers preferring live chats when looking to obtain an immediate response for their needs, with live chat showing the highest customer satisfaction rate at 92%.

These numbers continue to grow as time moves on, and Covid-19 continues to affect businesses worldwide, with the integration of omnichannel support being more important now than ever to make all gears move simultaneously when interactions are happening elsewhere.

This means that even though there is a more significant number of customers looking to receive live-chat support at any given time, there may be situations in which clients will need to interact through other means, making it essential that the average response time is kept as low as possible to ensure that interactions are held at the same level.

…And excellent customer experience

Customer retention continues to be an essential factor. Customer experience shines intensely, as it costs businesses worldwide seven times more to acquire a new customer than to retain an old one.

To top all of this off, omnichannel customer support is a key to ensuring that the customer experience is always kept as a priority during interactions and ensuring that these build a strong, loyal baseline that makes the business grow and thrive.

To further the considerations, numbers also speak volumes when pointing that 86% of customers are willing to pay more if there is a great customer experience involved[4], making it the strongest priority by far for any business to ensure this happens every time.

Final thoughts

The battlefield is set, and the evidence shows that customer experience continues to be king; the use of omnichannel customer support has become the most obvious way to ensure that this is set to the highest possible standard for every interaction.

We have more than 45 years of experience in the BPO Industry and can help you to reap all the benefits with a fast return on investment.

Our focus ensures that your business benefits from a large pool of talent with the right mindset, ensuring that you can start running from the first setup and wow your clients on every interaction.

Leveraging the newest technologies and methodologies in the field, fast communication channels inside your time zones, and in-depth knowledge in your work line, we also ensure that the integration is seamless and beneficial.

If you have questions about what other services you can obtain from outsourcing your Call Center Operations to Mexico, you can contact RedialBPO for more information.

[1] https://www.redk.net/en-GB/insights/omnichannel-approach-impact-customer-experience/

[2] https://99firms.com/blog/live-chat-statistics/#gref

[3] https://www.markinblog.com/customer-loyalty-retention-statistics/

[4] https://www.superoffice.com/blog/customer-experience-statistics/

Luis Olvera

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