Top Tips To Automate My Customer Care Department
Automation has become the buzzword of choice, transforming various industries, including the travel sector. One critical area where automation can make a substantial difference is the customer care department. Manual processes can be time consuming, error-prone, and resource intensive, leading to inefficiencies that can affect both small and large travel companies. In this blog, we'll explore the pain points faced by customer care departments in the travel industry and discuss solutions for both small and large travel businesses.
Pain points of manual customer care processes
Manual processes can plague customer care departments in travel companies, leading to various challenges:
Searching pricing manually and uploading to spreadsheets: The process of finding pricing information from different sources and manually updating spreadsheets can be time consuming and prone to errors.
Transferring booking details: Transferring booking details from external systems to internal systems can lead to data entry errors and delays in processing customer requests.
Manual notifications: Manually notifying customers about payment reminders, schedule changes, and other updates can be tedious and may result in missed notifications.
Data transfer between systems: Transferring data between multiple systems can lead to inconsistencies and data integrity issues.
Searching for invoices and documents: Manually searching for invoices, documents, and changes in schedules can be a time consuming task that can hinder efficient customer service.
Uploading supplier information: Inputting supplier information into internal booking systems manually can prove to be both time-consuming and prone to errors.
Processing customer requests: Manually processing customer complaints, amendments, changes, and other requests can lead to delays and may not meet customer expectations.
Solutions for small travel companies
Small travel companies often operate with limited resources and budgets. Here are some practical solutions for automating customer care processes:
Inbound request handling: Invest in tools to handle inbound customer requests efficiently. Implementing a ticketing system can help manage and prioritise inquiries.
Queue creation: Create queues for specific teams to handle various types of customer requests, ensuring that tasks are distributed effectively.
Efficiency enhancement: Continuously review processes to find ways to be more efficient. Eliminate redundant tasks and streamline workflows to save time and resources.
CRM solution: Invest in a customer relationship management (CRM) solution that allows you to communicate with clients more effectively and track customer interactions.
Early automation: Start exploring automation options early to avoid the need for a sudden surge in hiring as your business grows.
Solutions for large travel companies
Large travel companies face their own set of challenges in customer care. Here are some advanced solutions for automation in larger organisations:
Queue optimisation: If you are using a queue system like Freshdesk, evaluate and remove tasks that do not require your team's direct attention by automating routine processes.
Auto-Allocation: Implement automation to auto-allocate complaints, amendments, and other requests to the appropriate teams or agents based on predefined criteria.
Machine learning: Use machine learning algorithms to identify and categorise certain types of customer requests, allowing for quicker and more accurate responses.
Department wide review: Schedule workshops or consultations to review all departments and identify opportunities for resource optimisation through automation.
The Role of RPA
It's essential to recognise that if a task can be processed manually by a human, it can also be processed by robotic process automation (RPA) solutions. RPA can be a valuable tool in automating repetitive, rule based tasks, further enhancing efficiency in customer care departments.
In conclusion, automating customer care processes is not only possible but increasingly necessary in today's competitive travel industry. Small and large travel companies can benefit from various automation solutions, allowing them to deliver better customer service, reduce errors, and allocate resources more effectively. As technology continues to advance, embracing automation early can provide a significant competitive advantage in the travel sector.
