The pandemic has brought about significant changes in consumer behavior, including how people travel. Many travelers now seek more personalized, flexible, and safe travel experiences. As a result, the travel and hospitality industry must adapt to consumers’ changing preferences, provide exceptional solutions to reach more customers and attract and retain customers.
The need to leverage technology is rampant across industries, and investing in AI and using other platforms is necessary to penetrate more travelers and ambassadors. After two years of lockdown and travel alerts, the whole community is excited to experience the world and its wonders again, with safety as their priority.
XMC BPO: Your outsourcing partner, we will leverage the synergy of talent and technology to provide the utmost customer care to our travelers.
We are here to ensure reliable and efficient customer care that will help maximize your revenue.
Ready to Scale Fast
To support a wide range of programs and workflows, our team utilizes best-in-class methods.
Excellent CX at Each Move
We have the ability to source excellent talent worldwide since we have sites and workers all around the world.
Gain a Head Start on Innovation
We have the power to source outstanding talent around the world, as we have locations and staff all around the world.
Our Expertise
Our team of experts specializes in handling ticketing arrangements with precision and efficiency, ensuring that all paid bookings are promptly ticketed. We keep our valued customers informed at every step of the process, providing timely notifications regarding any changes to their flight schedules and assisting them with any related arrangements. Additionally, we conduct rigorous audits of all reservations made prior to ticket issuance, meticulously verifying that every detail is accurate and preventing any potential revenue loss resulting from booking errors.
Chat support and Chatbots are the fruit of our technological advancement. With the birth of the two, travel companies can provide immediate support to our customers without having them go thru complicated menus to book their reservations. Chat support functions as a more personalized platform to address our customers’ inquiries, while chatbots are there to understand the customer’s needs thru a set of programmed functions. Either way, both approaches have been proven to help resolve our customer’s needs and reduce the cost of serving our travelers.
Many loyalty programs now provide customers options to convert their points earned to airline miles, tickets, and hotel accommodations. Aside from airline and hotel loyalty programs, businesses that promote the same concept can benefit from the services a business process outsource can offer, from data management to customer support, rewards, and risk management. All services are accessible thru various platforms with the help of AI and human ingenuity.
The travel industry is constantly changing, and airlines are faced with a range of operational costs and Federal Aviation Administration (FAA) requirements to navigate. As a trusted partner, we recognize the importance of offering viable travel options that comply with federal regulations, ensuring seamless travel experiences for our customers.
In the event of involuntary schedule changes, we promptly communicate these updates to our customers, providing them with ample time to adjust their plans. For voluntary changes, we work closely with our customers to identify options that align with their specific needs and budget.
By implementing these measures, we strive to provide our customers with a hassle-free and enjoyable travel planning experience.
Our team can be a valuable solution for travel companies looking to streamline their refund management processes. By choosing to assign the refund management to a third-party provider, travel companies can free up their internal resources to focus on core business operations. XMC leverages its expertise in handling refund requests and processing payments to ensure quick and accurate refunds for travelers. They can also provide around-the-clock customer service support to handle any inquiries related to refunds, which can improve customer satisfaction and brand reputation.
Moreover, we can utilize advanced technologies such as automation, machine learning, and AI to enhance the refund management process, reducing the risk of errors and improving efficiency. As XMC BPO: Your outsourcing partner for refund management, travel companies can benefit from cost savings, increased accuracy, and improved customer satisfaction.
Effective social media management in the travel industry involves creating compelling content that resonates with your target audience, building a strong online community, and engaging with customers in a meaningful way. This can include posting high-quality photos and videos of popular destinations, sharing travel tips and recommendations, and responding to customer inquiries and feedback in a timely manner.
In addition to engaging with customers, social media can also be used to monitor industry trends and stay up-to-date on the latest travel news and developments. By staying informed and adapting their social media strategy accordingly, travel businesses can stay ahead of the competition and provide the best possible experience for their customers.
This service is available at various touchpoints, and we can provide services for cars, hotels, Airlines, and other travel-related products.
Online assistance is also available to assist customers who choose to do the self-service option. Our team of experts is also trained to provide consultative care that can provide options tailored to fit the needs of our travelers.
XMC has a robust complaint management system, starting with clear communication channels (e.g., phone, email, chat, or social media) easily accessible to customers. Complaints are promptly acknowledged, and a timeframe for resolution is provided. A central system is used to track progress and ensure timely resolution. This would not only ensure resolution but also improve customer satisfaction and retention. Our systems and process is aligned with industry standards and regulations, such as data privacy and security. We provide regular training to employees involved in the complaint management process to ensure they have the necessary skills and knowledge to handle complaints effectively.
Our Results
Client
Credit card loyalty program
Solutions
Created a decision tree call flow, identified top call drivers
+5%
Net Promoter Score Improvement
Our company provides hospitality solutions across the globe, we needed a partner who could service our customers in multiple languages, and XMC’s global footprint and processes made our customer experience consistent and seamless across boundaries.
Hospitality Partner
Sustained Success for Your Brand, Users, Buyers, Sellers, and Shareholders
Profitability
We assisted our clients in generating a 45% increase in market share while reducing the operating cost, thus increasing revenue for the business.
Customer Care
Provided seamless touchpoints for faster response and adapted consultative care to provide tailored options to consumers.
Sales Support
Thru technology, we can provide a seamless experience to our consumers. From order-taking to after-sales care, our flexibility is a testament that we are a reliable partner to our clients.
We work side by side to ensure growth and positive results in the simplest and most effective way possible.
Providing simplified and cost-effective BPO services to real-world scenarios by applying technology, knowledge, and hard work.