Fareportal | December 02, 2021
The popularity of chat platforms has transformed the customer relationship management landscape. Chat platforms are now ubiquitous and have made their way into the fabric of everyday life. The demand for chat-based communications tools to support customers has grown, and that trend skyrocketed exponentially during the pandemic – a time when travel companies struggled to address the sharp rise in customer support requests.
In response, Fareportal, the travel tech company powering online travel agencies CheapOair and One Travel, went to work to enhance its existing chatbot service. The chatbot uses natural language understanding to mimic human conversation and is available 24/7. Customers can engage with the chatbot to search for flights, request help with their existing booking, and make changes to – or even cancel – their existing bookings quickly and easily. The chatbot can resolve most inquiries and when needed, complex cases that require human intervention are routed to the company's live agents.
"The number of travelers needing our assistance keeps growing, so we've fast tracked many innovations for CheapOair and OneTravel. Our commitment to customer service is unwavering, and we are very pleased to offer our customers an easy to use and efficient chatbot solution."
-Werner Kunz-Cho, CEO of Fareportal
Due to the success of the chatbot's end-to-end solution that helps customers through the lifespan of their travel plans, the tool handles 7,000 chats daily, a 12-fold increase from January 2021, with a 55% containment rate for chats resolved by the bot and a 95% success rate in customers' intent identification. Further enhancements will be rolled out in the future as the demand for chatbot-based service grows and customer needs evolve.
CheapOair is an online travel agency that specializes in providing cheap flights and great last-minute flight deals for travelers worldwide. Consumers can book online, on mobile apps for iOS and Android, by phone or live chat. Part of Fareportal's family of travel brands, CheapOair bridges the gap between an online travel agency and a traditional agency with travel agents available worldwide to help find great deals on flights to global destinations on over 600 airlines, a million hotels, and 100s of car rental companies. Follow CheapOair on Facebook, Twitter, and Instagram for travel inspiration and helpful travel tips.
Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million hotels, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and One Travel, Fareportal enables consumers to book online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international and domestic flight, hotel and other travel and add-on ancillaries.
Tripism, BCD Travel | May 26, 2021
Tripism, a leading business travel planning platform provider, today announced a collaboration with BCD Travel, one of the world's top corporate travel management companies. Tripism will use BCD Travel's Travel Data API to integrate joint client booking data back into its platform as part of this partnership.
Tripism can identify when a traveler is returning from a trip using this trip data from BCD Travel, triggering a communication at the ideal moment to request feedback. It is therefore extremely simple for a traveler to share reviews, feedback on Covid-19 safety measures, and other insights to enable better trip planning. As travel returns, this information will be invaluable in rebuilding traveler confidence and building supplier relationships.
The complexity and rate of change in the information that travel teams need now communicate to passengers exceed traditional, high-touch approaches. Many organizations try to maintain a travel intranet that can capture and organize the information employees need to travel safely. Tripism's personalized platform effortlessly combines information from multiple sources and presents it appealingly, engaging travelers and ensuring they get the information they need, when they need it.
Tripism joined BCD Travel's SolutionSource Marketplace as a result of this new collaboration. The SolutionSource Marketplace allows BCD Travel clients to browse for and select third-party solutions that easily connect to their travel package to fit their corporation's particular needs.
“Traveler reassurance is critical as we prepare to return to travel. “The Tripism partnership gives our clients a platform to engage with their travelers and build trust,” said Yannis Karmis, Sr. Vice President, Product Planning & Development at BCD Travel. “As travel increases in 2021, information will be more important than ever, changing on an hourly basis. Tripism combines dynamic, travel-critical data in a simple and relevant manner, allowing our clients and their workers to make informed decisions when planning their trips.”
“Tripism and BCD Travel are strong believers in the value that technology can bring to the future of travel management,” said Tripism CEO Adam Kerr. “Through this collaboration, more corporations will have access to all of the trip planning information employees need to safely re-enter the world of business travel, re-establishing travel as a productive, enjoyable, and safe part of working life.”
iberostar hotels & resorts | March 25, 2022
Talkdesk®, Inc., a worldwide customer experience leader for customer-obsessed businesses, has been selected as the contact center solution provider by Palma-based tourism icon Iberostar Hotels & Resorts. Talkdesk facilitated Iberostar's transition from on-premises to virtual call center operations. Additionally, Talkdesk assists a prominent travel and tourism company in its cloud migration.
Iberostar Hotels & Resorts was able to construct a single virtual reservation center using Talkdesk CX CloudTM, an end-to-end customer experience solution. Advanced routing capabilities aided their agents in managing variable call volumes, and their agents' strong connection with SalesforceTM enabled them to give a more personalized experience to each visitor. The Talkdesk technology-enabled Iberostar Hotel & Resorts agents to continue providing the company's industry-leading customer service regardless of their location.
Lucía Rubio, contact centers and CX online director, Iberostar Hotels & Resorts, said, "With the Talkdesk solution, no matter where our agents are working, they have the tools they need to make guests feel valued and welcomed in every interaction."
"With a modernized virtual contact center solution, Iberostar Hotels & Resorts empowers their agents to support the kind of holiday experience guests deserve, from the very first contact onwards. Talkdesk is proud to partner with them in achieving their customer experience goals."
-Kieran King, chief customer officer, Talkdesk