Changing How Travellers Call: How Retreaver Is Being Used In Travel

October 18, 2016 | Lucy Leiderman

We know being on the phone with a company is no one’s favourite activity. Calling in for support is a dread all consumers share. Many are already frustrated by the time they have to call, usually because they’ve already picked out what they want to get and don’t want to answer more questions, or they need help RIGHT NOW.

Now imagine being a traveller – they’re paying long distance, they’re away from home, and they definitely need to speak to a live agent to sort out their situation. Alternately, they may be planning or booking a trip, which is a high ticket item. They will want to speak with a real person to confirm they’re getting what they want and for the right price. Both of these scenarios are why most travel companies still see up to 50% of their bookings through agents and the phone. For that 50% of your client base, Retreaver has an excellent solution to ensure your company is providing the best possible customer experience.

You might have heard of this innovative story in your industry from United Airlines…

“Sam is searching for last minute flights on his tablet and decides to call in for help. Rather than being sent to an IVR to press keys, and waste valuable time, Sam is directed immediately to an agent who is provided with the information to answer: “Hi Sam, I see you’ve recently been looking at flights to New York, is that what you’re calling about? If so I have some suggestions for you”.

Retreaver makes this possible. Here are some of our features that enable this kind of intuitive, personalized service that leads to happier customers, more sales, and less time on the phone. 

1) Understand your customer’s journey right through to booking. Your company might have different phone numbers on different web pages, presumably to let the marketing team know which page is converting to a call.  With Retreaver, we are able to provide the call agent with the complete context and customer journey at the time they call – that means each page they looked at leading up to the call, not just the page they called from. That instant context is packaged into a dynamic phone and passed on to the call center agent with all of the data on the caller and their reason for calling intact. 

2) Personalize support experiences while increasing customer satisfaction. Most companies do not offer their customers segmented or dynamic numbers to call in – just a general IVR no matter the customer circumstance. Retreaver allows you to understand exactly what each customer was doing on your website at the time. Our routing feature also allows companies to create unique experiences depending on the context of a call, for example is someone is callig while in the middle of booking a trip, they can be taken directly to an agent who knows about that region and even speaks the language. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. Retreaver also lets you route callers to the same agents if they call back twice, making all customers feel like VIPs. 

3) Support internal and external travel agents. Retreaver provides a number pool and integrates with your digital advertising. Localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers and/or specialization to deliver a better customer experience. For example, if Disney has 27 licensed Disney travel agents in the Denver area, corporate advertising can instantly populate with local numbers, driving the calls to the agents in order of priority, and continuously ringing down the list so that you never lose a lead. 

4) Know which channels and agents sell more of your tours by phone . Attribution for the phone is a big challenge in any industry that still relies heavily on mixed marketing efforts of traditional advertising, digital, and phone. Retreaver is a unique company that provides attribution not only for the phone to view how many calls were placed, but complete click to call to conversion analytics, providing companies with insight and understanding into the value of their other marketing channels and how they perform on phone calls. Retreaver makes it easy to quickly create and assign intelligent phone numbers to online and offline campaigns, tracking not only which channel is driving the most traffic to your sales team, but also which is converting the most sales.

Our Retreaver for Travel deck is available online now. For more information on customized solutions, get in touch with mark@retreaver.com