The hospitality industry is a significant industry with the average person in the UK having three vacations abroad each year. The industry provides in excess of 2.9 million jobs contributing to 4% of the UK economy.
Without a doubt, the tourism industry is an enormous part of the UK economy and an integral part of our day-to-day lives. We interact with a hospitality company on a regular basis when planning our next vacation. Traditionally, the main point of contact is via email or phone. How can the user experience be improved or tailored to better meet your requirements? To answer questions about your hotel and the best place to stay? Email is not quick enough and we don’t want to incur the extra cost of dialling a premium number and waiting in a queue.
WebRTC has provided us with the potential to instantly communicate inside our browsers with no downloads or system requirements. As a regular reader, you are aware we have built on this concept to embed an instant meeting area within an existing service. But the real question is:
How will real-time communication affect and/or improve the user experience within the hospitality industry?
Firstly, instant communication.
Instantly connect your sales agent to your online customer. With no downloads or system requirements, it only takes a click of a button for your contact centre agent to be communicating with the customer. Traditional communications within the industry, email or dial-in, are slow and usually defer the customer from making contact.
Secondly, screen sharing.
Allow your customer agents to share their screen and provide ‘virtual walkthroughs’ for online customers as they complete the purchase of their holiday. Create a variety of options for the consumer to choose from, as suggested by your contact centre agent.
Thirdly, decision making.
Agree on aspects of your meeting such as: where to stay, when to visit and the budget for the holiday. The holiday criteria can be saved prior to the meeting and referred back to when searching for the right vacation. More often than not, criteria can change slightly and/or information can be lost in translation. Recorded information ensures both the sales agent and the customer are working towards the same outcomes.
BONUS, meeting storage.
The meetings are stored locally. Both the sales agent and the customer can refer back to these at a later date. The customer can store these options for future reference when wanting to make the final decision. Alternatively, the sales agent can use the meeting area to follow up with the customer.
We understand these features alone will not revolutionise the industry but the usage of these features, combined with extended features delivered from WebRTC, will provide organisations the opportunity to deliver a personalised digital experience. Keep your customers within your brand whilst connected to your sales staff to drive revenue and customer retention.