Managing the Shift from Loyalty Perks to Personalization to Create Differentiation
While airlines and hotels grapple with the shift toward more direct interaction with consumers, independent of travel agents, they also need to balance an increased demand for offer personalization and a transition to online customer contact channels.
HGS improves personalized guest engagement by offering unified, multichannel service to hotels, airlines, and travel support businesses. Supporting the transition from phone contact to website booking, HGS enables a better guest experience, drives guest loyalty, and increases guest spend by offering travel and hospitality omnichannel service.
How we do it
- Multi-channel solutions bridge the gap between marketing and customer service. We support all aspects of the travel and hospitality guest lifecycle including digital marketing, customer support service, help desk, back office support, and social media management, monitoring and moderation.
- A professional sales culture treats every interaction as an opportunity to increase bookings and revenue.
- Analytics solutions track consumer behavior and preferences, enabling more personalized messaging and customized offers.
- Whether it's reserving hotel rooms, booking flights, responding to complaints, or managing loyalty programs, our multi-channel customer engagement solutions including voice, chat, email, social media, text, and website self-service drive an optimized customer experience.
- Back office solutions including finance and accounting, fulfillment, and transaction tracking provide an integrated approach to customer servicing.
- Technology solutions such as app development and systems integration ensure a seamless customer experience.
- Proven strategies and experience increase website traffic through redesign and SEO improvements.
- Proactive presentation of offers drive wallet share and loyalty.
Through our partnership [with HGS] we've been able to help thousands of members get on their way safely in very trying times. I have seen...members looking to evacuate, get to loved ones, help friends and family and HGS has been great in handling all situations.