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Travel Sector Customer Experience

TRAVEL HOSPITALITY & LEISURE SECTORS

 

 

TRAVEL, HOSPITALITY & LEISURE

Booking a holiday, trip or leisure event should be fun! It should reflect the experience ultimately on offer.

Ensure your prospective customers receive the very best service experience, to hold their attention, beat your competition, and be their final choice.

 

sydney seaplanes live chat case study

CUSTOMER EXPERIENCE

That's the difference between a customer booking successfully on your site, and the same customer  pausing, returning to Google, and moving to a competitor on the list. Every single visitor counts! And every single visit must be nurtured, 24/7.

Yomdel's custom travel, hospitality and leisure services, are all designed to ensure that you achieve maximum results from EVERY stage of your sales and marketing processes.

Increase Online Bookings

Answer immediate questions,
and handle objections

REDUCE BOUNCE
RATES

Answer price, availability
and booking questions

IMPROVE PPC
CONVERSIONS

Lower Cost per Lead
expenditure

DRIVE PROACTIVE CONVERSION

Offer promotions and 
incentives in chat

BEAT YOUR
COMPETITION

Benchmark your services
and customer experience

GROW CUSTOMER
VALUE

Create awareness and
upsell additional service

Sydney Seaplanes website logo
Success in
travel

38% conversion to bookings,
over $400,000 revenue in 6 months

Camm & Hooper website logo
Success in
Hospitality

1400 leads, worth over £10 million,
and an ROI of 25:1

Hydropool website logo
Success in
Leisure

300 leads in under 6 months,
CSAT scores over 98%!

 

TRAVEL HOSPITALITY & LEISURE SERVICES

 

LIVE CHAT

INCREASE WEBSITE CONVERSIONS BY 50%

The highest converting facility that you can add to your website, managed Live Chat will provide your visitors with 24/7 personal human support.

Highly trained operators nurture potential customers, answering their questions on everything from price and availability to cancellation policies, facilitating their journey towards a booking, with a constant focus on conversion.

 

live chat money back guarantee offer

FEATURES

  • 24/7 RAPID RESPONSE

    On average around 50% of all visitors to travel, hospitality or leisure websites go online outside standard office opening hours.

    And we'll be there to respond within 15 seconds!

  • SPECIALIST SECTOR EXPERTISE

    Yomdel is an approved supplier and member of the ITT, currently providing 24/7 Live Chat to multiple travel, hospitality and leisure companies.

    See our cases study links below for some great success stories.

  • BOOKING & SALES INTEGRATION

    Our Live Chat systems easily integrate with your website and online booking systems, enabling our operators to seamlessly nurture visitors to pricing and availability enquiry or booking stage.

BENEFITS

  • OUTSTANDING CUSTOMER SERVICE

    Your brand and your business will be providing exceptional customer experience, far beyond the resource capacity of your team, recognised by your customers in a way that will deliver revenue, loyalty and business growth.

  • PRE-QUALIFIED LEADS

    Every lead is supplied to you fully detailed with all contact details, and travel, leisure or facility requirements as appropriate. Key points of conversation are also summarised, for rapid prioritisation and follow-up by your team.

  • RAPID LEAD REFERRAL

    All leads are provided online directly to your team within 15 minutes of the Live Chat ending, so you can continue the conversation with your customer in world-class time.

 

MYSTERY SHOPPING

ASSESS YOUR CONVERSION PROCESS

Mystery Shopping is a valuable tool for measuring and improving customer experience, and crucially sales process performance.

Making a positive first impression, and driving early and repeat bookings, requires optimised sales processes, and customer service that consistently exceeds expectations.

Yomdel provides sector specific Mystery Shopping services, with custom scenarios, constructed to assess your business in real-world customer situations.

FEATURES

  • SEE WHAT YOUR CUSTOMER SEES

    Mystery Shopping allows you to see exactly what an independent, trained mystery shopper experienced in an interaction with your business.

    You will learn what your customers experience and feel, enabling you to make identifiable improvements in your service offering.

  • COMPLETE CUSTOMER JOURNEYS

    Yomdel can mystery shop your entire sales conversion process. For example we can ensure that we test all of the following within one customer enquiry:

    • Initial online or telephone enquiry
    • Aggregator referred enquiries
    • End to end booking process
    • Pricing negotiations and deal closing
    • On site travel, accommodation or event experience
  • VIDEO & AUDIO ASSESSMENT

    In all cases we offer a reporting view of the mystery shopper interaction in a similar media to that experienced:

    • Video recordings for face to face engagement
    • Audio files for telephone calls
    • Screenshots and recordings of all online interactions, including virtual appointments and experiences
    • Full transcripts and reports in all cases where any of the above are not required

BENEFITS

  • CONSISTENT PERFORMANCE

    A sales or service process is only as good as its weakest link. Mystery shopping your processes end to end, through complete travel, hospitality or leisure journeys, ensures that every point performs to the optimum required level.

    Actionable insights improve training programmes, enable testing, and ensure all staff benefit from shared best practice to achieve new levels of performance.

    Tracking and coaching performance leads to high performing and motivated teams.

  • LEARN FROM THE COMPETITION

    By including travel, hospitality or leisure competitors in your Mystery Shopping programme, you can gain direct insight into how they win new business, and benchmark your service offering against theirs to stay ahead.

    Additionally you will be as well informed as your customers on what is available to them from your rivals.

  • BOOST SALES

    Mystery Shopping enables sales managers to monitor how well staff interact with customers.

    Or to check how consistently staff remember to ask the right questions, collect relevant information and cross-sell related products and services.

    Regular measurement helps staff internalise all aspects of the sales process facilitating a confident and convincing sales pitch.

    All of which ensures better sales progression and increasing revenues.



Yomdel is a member of The Institute of Travel & Tourism and supplier of 24/7 Live Chat and Mystery Shopping to multiple travel, hospitality and leisure companies.

ITT website logo
 

INTEGRATED SOLUTIONS

Get the very best business results from Yomdel, with these additional integrated options:

 

Let's Chat

To find out more about delivering world-class customer experience and improve your bookings, schedule a call with us now.

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