Travel and Transport

Discover how companies like Ixigo and Thrillophilia are using Exotel’s solutions to create unforgettable travel experiences.

Exotel solutions for travel companies

Travelling is a universally loved activity. Planning a dream vacation no longer requires a person to spend endless hours with a travel agent. All the information is a click away. There’s no denying that communication is at the heart of this industry. More than emails, channels like voice and SMS plays a crucial role through the complete customer lifecycle, right from booking to customer support to feedback.

1 Automated IVR assistance – One of the problems that companies face as they grow is managing the scale of their support center as they grow. However, a lot of routine queries like ticket status, cancellation status, etc. can be automated using IVR. This way customers get prompt answers to their queries on the same call or over SMS. It also increases the support team’s productivity as they get more time to answer those customers who really require their help.
3 Measuring marketing ROI – Using virtual numbers in your ads makes the outcome of the marketing spend trackable as the response can be tracked to the virtual number used in an ad.
2 Cloud Call Center Solution or Customer support centre – Moving to a cloud call center has its own advantages. For starters you aren’t tied to a single location, providing you the flexibility of handling calls from anywhere. You can also easily track, manage and analyze calls while keeping the costs down. The recordings and daily reports help in analyzing agent efficiency and to maintain the quality of the service. Also, all this without worrying about hardware, infrastructure cost or maintenance.
4 Automated Reminder and status update calls – Automated Calls or SMS can be triggered to proactively remind customers about their upcoming journeys and to update them about the status of their bookings (delays, cancellations, etc.)
1 Automated IVR assistance – One of the problems that companies face as they grow is managing the scale of their support center as they grow. However, a lot of routine queries like ticket status, cancellation status, etc. can be automated using IVR. This way customers get prompt answers to their queries on the same call or over SMS. It also increases the support team’s productivity as they get more time to answer those customers who really require their help.
2 Cloud Call Center Solution or Customer support centre – Moving to a cloud call center has its own advantages. For starters you aren’t tied to a single location, providing you the flexibility of handling calls from anywhere. You can also easily track, manage and analyze calls while keeping the costs down. The recordings and daily reports help in analyzing agent efficiency and to maintain the quality of the service. Also, all this without worrying about hardware, infrastructure cost or maintenance.
3 Measuring marketing ROI – Using virtual numbers in your ads makes the outcome of the marketing spend trackable as the response can be tracked to the virtual number used in an ad.
4 Automated Reminder and status update calls – Automated Calls or SMS can be triggered to proactively remind customers about their upcoming journeys and to update them about the status of their bookings (delays, cancellations, etc.)

Some Customer Success Stories

Must See India’s Call Center scaled on Cloud Telephony

cloud-telephony-case-study-autowale

Autowale has a Central Call Center Across Locations with Exotel

Using Exotel’s call center to build better travel experiences for women

Redbus logo

redBus uses Exotel to improve customer experience, increase efficiency and reduce operational cost

ixigo logo

How Ixigo uses Automated Calls to reduce their support tickets from 80% to 25%

How India’s largest bike taxi aggregator Rapido uses Exotel to improve operational efficiency and streamline communication

ixigo logo
HolidayIQ Logo

Resources

Automated Calls vs SMS Reminders: Why calls win

Automated Calls vs SMS Reminders: Why calls win

Millennials might prefer SMS over calls, but statistics prove that when it comes to reminders, calls reigns supreme. A reminder SMS is bound to get lost in our inbox that is already swamped with text messages. This white paper helps understand the unique ways in which automated calls can be used for reminders.
The Perfect Marriage of Automation and Customer Experience for a Call Center Using Legacy Systems

The Perfect Marriage of Automation and Customer Experience for a Call Center Using Legacy Systems

Call automation plays a crucial role in giving right responses to customers at the right time and boosting the overall customer experience. This whitepaper answers the question, “how can I automate my existing systems to boost my customer experience?”

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