A fast, easy and straightforward booking makes for a great customer experience. A system where customers can make their own booking at their most convenient time and from any location is always most ideal.
This may seem as common knowledge but there are companies that use a system where customers fill out their details in a form and the company makes the necessary bookings. It works fine, but is not the most convenient option for all parties.
Even for self-use and easy-to-use booking software, the human element adds to a better customer experience even in such an automated process. Customer service representative s are a great asset when it comes to follow up after clients make their booking.
Examining the example of a tour and travel company with a great online booking system, the reps will surely come in handy after the booking is finalized. Some clients, due to their busy lifestyles and other commitments may even forget about booking for a trip or tour. The responsibility to send out professional, yet friendly reminders through email, SMS or voice calls falls to the customer service reps. After forgetting the date and missing out on the booked trip, clients have been known to blame the company for complacency and demand for the refund of any payments made. As is well known in the customer service circles, the customer is always right, making it better to prevent such a crisis than having to deal with the retribution over the same later.
Again, the customer care team can show some initiative and be proactive in providing relevant feedback. The trip dates have been confirmed, but what else do the clients need to know? How is the weather going to be like? Should the clients carry heavy or light clothing? What are the exact departure times and expected times of arrival (ETA)? All these questions may help the clients plan better for the trip ahead, summing to a great experience during the planning process and even later during the actual trip.
Successfully booking for a trip is not the end of the planning process. The clients may have some follow up questions that will require the full attention of the customer care representatives of the company.
The tours and travel company scenario is just but an example but the reality remains that every business using booking software for its operations needs to infuse the human element for a more satisfactory customer experience. Automated booking systems are great, but with some human input, everything can run much more smoothly for clients.