Airlines and hotels in the year 2025 will find the quality of their customer support as a significant determining factor for their success.
In the rapidly changing landscape of the travel industry, Anna Bielikova, Chief Operations Officer at Simply Contact, underscores the crucial role of customer support for the year 2025 and beyond. According to Bielikova, customer support has transitioned from being a necessary expense to the very heart of the travel experience.
1. **A Shift in Perspective**: Bielikova emphasizes the importance of viewing customer support as an integral part of the travel experience, rather than just a cost. This mindset shift can help travel companies navigate disruptions such as flight delays or strikes effectively[1].
2. **Multilingual Support**: With the global nature of the travel industry, offering support in multiple languages is essential. Simply Contact, for instance, provides support in over 20 languages, enhancing customer satisfaction significantly[1][4].
3. **Omnichannel Customer Support**: Offering support across various channels, including email, phone, and chatbots, allows customers to interact with travel companies in their preferred method, ensuring flexibility and convenience[2].
4. **Crisis Management**: Developing robust crisis management strategies is vital. This includes handling major disruptions effectively and maintaining clear communication with passengers during stressful situations[1].
5. **AI and Automation**: Understanding how AI bots are trained can improve customer service. While AI can handle routine inquiries, human intervention is often necessary for more complex issues to ensure personalized support[3].
By adopting these strategies, travel companies can enhance their customer support, build trust, and differentiate themselves in a competitive market.
Modern travelers are more anxious than ever due to factors like social media feeds filled with horror stories, unpredictable weather patterns, and global uncertainties. Bielikova notes that when passengers know they can rely on genuine support, they book with confidence and recommend the brand to friends[5].
The most successful travel brands are treating customer support as a competitive advantage rather than a cost center. They are proactively reaching out to customers with updates, alternatives, and reassurance to address this anxiety[2]. This approach can lead to huge uplifts in sales while maintaining exceptional satisfaction scores[6].
During peak disruption periods, Bielikova's team at Simply Contact manages thousands of calls per day[7]. They also implement 'comfort communication', which involves reaching out to passengers before they even know there's an issue[8].
Exceptional customer service interactions can generate positive buzz and powerful word-of-mouth marketing[9]. Bielikova believes that customer support has moved from being a necessary expense to becoming the heart of the entire travel experience[10].
For travel brands, the message is clear: customer support isn't separate from the brand - it is the brand itself[10]. Companies that invest in quality customer support see improved outcomes during travel disruptions[11]. Bielikova states that the travel industry is at a crossroads, and brands that make customer care their competitive edge will thrive[12].
In a year marked by increased travel drama, exceptional customer support can transform disruptions into opportunities[12]. As we move forward, it's clear that the travel industry will continue to evolve, with customer support playing a pivotal role in shaping the future of travel experiences.
[1] https://www.simplycontact.com/blog/travel-disruptions-customer-support/ [2] https://www.forbes.com/sites/forbesagencycouncil/2019/05/21/why-customer-service-is-the-new-brand-differentiation/ [3] https://www.simplycontact.com/blog/ai-and-customer-service/ [4] https://www.simplycontact.com/blog/multilingual-customer-service/ [5] https://www.simplycontact.com/blog/customer-support-and-brand-loyalty/ [6] https://www.simplycontact.com/blog/customer-service-and-sales-performance/ [7] https://www.simplycontact.com/blog/handling-large-volumes-of-customer-requests/ [8] https://www.simplycontact.com/blog/proactive-customer-service/ [9] https://www.simplycontact.com/blog/customer-service-and-word-of-mouth-marketing/ [10] https://www.simplycontact.com/blog/customer-support-and-brand-identity/ [11] https://www.simplycontact.com/blog/the-impact-of-customer-support-on-brand-perception/ [12] https://www.simplycontact.com/blog/customer-support-and-business-growth/
- Bielikova recommends that travel companies view customer support as an integral part of the travel experience to effectivelyhandle disruptions, as it can transform disruptions into opportunities for growth.
- To enhance the overall travel experience, travel companies should implement multi-lingual support services, focusing on offering assistance in various languages to cater to a global audience.
