The travel industry offers shining example of how to use technology to improve customer service

Published on 11 June 2013 by in Latest News

travel customer service The travel industry offers shining example of how to use technology to improve customer serviceTravel brands appear to be leading the way when it comes to delivering real-time, relevant information to more effectively serve their customers, according to the latest Social Brands 100 Report.

Developed by social media agency Headstream, the index recognises international travel brands American Airlines, Lufthansa, Thomson Holidays and Thomas Cook amongst the 10 most social brands of the year. This result underlines the significant progress travel brands have made in ensuring customers have access to up-to-the-minute information, through live service updates via social media and rapid responses to any queries from consumers.

Beyond social media though, a number of companies within the travel sector have begun to develop a various innovative solutions to create a smoother travel experience for customers through technology.

Several airlines including British Airways, Iberia and KLM have equipped on-board staff with tablets linked to CIM systems, meaning servers can access information on each customer to offer a more personal level of service. This leads to a number of possible benefits, from knowing to give first-time business class customers a demonstration of how to adjust their seats, to being aware of a customer’s dietary requirements.

From the consumer perspective, Delta Airlines and Virgin America have both made steps to give customers better access to support and information while in-flight. Delta have created a real-time mobile app which allows flyers to locate their luggage at every step of the journey, while Virgin America customers can contact ground support staff through screens on the seat in front of them.

As Patrick Brannelly, Emirates airline’s VP of Corporate Communications, Product, Publishing, Digital and Events, summarises:

“Tablets and smartphones give airlines an ability to re-look at every aspect of the business; they’ve opened things up in a way that just a few years ago wasn’t conceivable. “

Follow numero on Twitter to learn more about the latest techniques brands are employing to satisfy their customers.

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