Customer Service Delayed in Hospitality and Travel Sectors

Aspect Software, a provider of fully-integrated customer interaction management, workforce optimization, back-office and cloud solutions, revealed new survey data that suggests an alarming disconnect between what travel and hospitality executives say about their customer service investments and what they actually execute.
Business strategies and technology investments of several executives were surveyed from various industries by Aspect Software which revealed that nine in ten travel and hospitality executives rate customer service as a top relationship builder. However, hospitality was last among all industries in investments in technology that support the changing consumer preferences for self-service customer service. In fact, half of the travel/hospitality executives surveyed anticipated no change in their customer service department in the next two years. So while consumers want better and more personalized and self-assisted customer service, many in the travel industry are not addressing these demands.
Travel and hospitality companies seem to pride themselves on exceptional customer service, but their lack of attention and investment on it make delivering it very difficult, according to Aspect. For example, 50 percent of travel organizations say that they have yet to achieve their own innovation goals. This is concerning, since 64 percent of consumers say that customer service should be innovative like omni-channel experiences “where they are able to seamlessly move me” from one communication option (like text/SMS) to another (like online chat or live phone assistance).
The recent Aspect survey also found that customers are calling for better, more compelling self-service options for customer service.  Nearly 3 out of 4 consumers want the ability to solve their customer service issues on their own, and 65 percent feel really good about both the company and themselves when they are able to do so.
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