Travel & Hospitality
Success Stories
HGS Industry Specific Capabilities & Solutions
When customers visit your website, they expect to be able to resolve their own issues, quickly; change a reservation, purchase service upgrades, and redeem loyalty points and rewards. HGS DigiCX® is leading with powerful self-service, intelligently integrating people when it adds value and optimizing engagement with analytics and automation. Schedule a demo to learn more.
Resources
DigiCX®: Personalized Connections for a Luxury Brand Experience
As a successful, luxury car brand, this client was looking to extend their brand in Europe and ensure an exemplary customer experience every step of the way. Partnering with HGS, the client built a state-of-the art customer care center in under two months.
Making Speech Analytics Work
Speech analytics empowers organizations to conduct precision-based training, targeting pain points in service delivery, creating empowered agents, and driving increased customer satisfaction.
Business Intelligence
HGS recognized by NelsonHall as a leader for CMS in High Tech, and in the Cost Reduction Focus market segment.
Blogging
Digital Transformation to Unify the Customer Experience
Earlier this year, HGS released a white paper on this year's 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Every month, we've dedicated a blog to each of these CX game changers. Here we dissect our last 2016 Disrupter: Digital Transformation to Unify the Customer Experience
Creating a Personalized, Custom Experience
While travel, transportation and hospitality businesses 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.
Supporting a better travel experience, HGS analytics solutions track consumer behavior and preferences, enabling more personalized messaging and customized offers. Key learnings from channel choice, purchase history and service interactions are used to build predictive models for issue resolution. Through research and predictive analytics, HGS develops more personalized and omnichannel customer experiences. We help our clients create contextual knowledge bases that can be used by both agents and customers. The end result is faster responses, increased issue resolution, reduced customer effort, and happier customers.
Concierge Service that Drives Revenue
HGS provides end-to-end customer sales and service for travel companies, including in-flight, pre- and post-travel support, with a professional sales culture that treats every interaction as an opportunity to increase bookings and revenue.
Whether it's voice, email, chat, web self-service, and mobile messaging support, HGS handles all aspects of the travel and hospitality guest lifecycle including bookings and reservations, cancelations, loyalty programs, and complaints management. HGS's dynamic website experience automatically customizes past consumer purchase behavior or chat interactions incorporating previous text or web interactions so the consumer doesn't need to repeat information.
Our concierge service customizes support levels, ensuring high value customers receive service that ensures loyalty. Our tiered concierge ambassadors are supported by intelligent IVR routing that matches customer profiles to the best agent available to assist.
Unified Customer Engagement R Improves Loyalty
HGS improves the guest experience by offering unified customer engagement and omnichannel solutions to hotels, airlines, and travel and transportation support businesses, including all aspects of travel loyalty programs. Supporting the transition from phone contact to website booking, HGS drives guest loyalty and increases guest spend through proactive offer presentation.
- Web self-service portals for travellers
- Automated and live travel reminders and booking notices via email, social messaging, text, or voice calls
- Additional booking services for sporting events, concerts, amusement parks, vehicle rentals, spa sessions, and more
- Automated and live travel change notifications to notify travelers of service changes (e.g. flight schedule change) via text, email, social media messaging, recorded message, or live call.
