By Courtney Schreier, Marketing Manager, Americas
During these deep depths of winter, I’m sure most of us living in colder climes wish we could escape for a brief respite in a warmer locale. But booking travel has never seemed effortless to me. There’s always a new travel site clamoring for my attention to try it. And the logistics they set forth are not always ideal. Yes, I may save a bunch, but it’ll involve taking a red-eye flight and making five stopovers. Or maybe I’m booking a room and I won’t even know where I’m staying until I enter in my credit card. In a landscape where travel sites seem to be a dime a dozen, what makes the difference?
In terms of travel, whether I’m traveling for business or for pleasure, I want the best customer experience. And to get this, I look for the best and most reputable brands. With top hotels, you really know what you are getting, no matter where in the world you might be staying. I often find that the most simple and practical solution is for me to go directly to the source and book a room from a hotel’s website, taking a big part of the guesswork out of the equation.
That’s why Creative Virtual’s newest go-live has got me so excited. We are extremely pleased to announce that our virtual agent has been deployed across 11 brands under a major hotel chain’s umbrella and is now live – a feat completed in under 60 days. Our now-client had approached Creative Virtual looking for a way to enhance their customer journey and I think that the addition of a virtual agent is a strategy that will work extremely well for the travel space. This implementation in particular demonstrates our rapid deployment capabilities (the stakes are even higher when your solution is replacing the existing Customer Care page), creating a foundation for expansion (across multiple channels) and demonstrating continuous improvement in supporting the customer experience (by administering voice-of-the-customer reporting). A great way to forge an emotional bond with the customer is to add a personalized element to their interactions with you, be it online, in-person or from their mobile device. Customers can now look forward to an effortless experience, allowing for questions to be quickly and easily resolved – making planning a vacation seem more like, well – a vacation!
With omnichannel smart journey solutions from Creative Virtual, hotel and travel brands like our latest customer enable the following types of frictionless experiences:
- Want a hotel room near the Liberty Bell with a piano on Christmas Eve? Simply tell the virtual agent your preferences in natural language, and the tool will give you the rooms that best fit that criteria at the moment of truth – whenever and wherever you ask.
- Want to turn a casual Facebook interaction into a reservation? With V-Person™, you can ask about room features and then, based on your selections, the virtual agent can guide you seamlessly through the booking process.
- Want quick answers on rewards program information? Grab our V-Person for each of the separate brands and just ask. Find out brand specific information, as well as personalized rewards content just for you.
If you are interested in learning more, please contact us.