Customer Service

Ensuring Superior Customer Satisfaction

Strong customer service pays great dividends to any travel and hospitality player’s long-term stability and growth plans. A high quality customer service keeps the customer happy and in turn helps the organization grow its business. For travel and hospitality organizations, it has become vital to offer a personalized experience at every touchpoint of the traveller’s lifecycle to build strong relationships and customer loyalty.

IGT provides innovative and customized customer service solutions best-suited to cater to the needs of the ever-dynamic traveller. By combining extensive knowledge of travel domain, and a strong pool of travel and customer service experts with future-ready contact center technology, IGT offers multi-channel, multi-lingual customer experience management through its global delivery centers spanned across continents.

IGT Offerings

IGT provides multi-channel customer services across voice, email, chat, and social media in over 20 international languages.

IGT Customer Service process is committed to building customer loyalty by maintaining healthy relations with the travelers. It helps to resolve their ad hoc challenges, questions and concerns relating to booking, cancellations, name change and many more. The experts in this process hold diverse technical expertise with experience in 72+ travel applications from GDSs (Galileo, Amadeus, Sabre) to proprietary technology systems such as airlines PSS and EDS shares. Services for travel companies include:

Handling General Enquiries

IGT manages customer service operations for Airlines, Hotels and OTAs to help their customers with queries around bookings, cancellations, frequent flyer programs, mileage points, redemptions, check-ins, flight details and many more

Customer Experience Management

IGT offers personalized services to help travelers with their travel itineraries, claims processing, stay extensions, and refunds among others

Language Capability

IGT’s global footprint offers superior customer service in more than 20 languages across various geographies

Analytics

IGT has analytical tools like Speech Analytics to monitor customer interactions to help its clients with business level insights for increasing customer satisfaction and lowering operational costs

Delivering Results

  • 60% DSAT reduction for the world’s largest airline

  • Resolving over 25Mn passenger queries annually

  • 95% FCR rate for L1, L2 queries

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.
Languages Supported

English | Cantonese | Japanese | Mandarin | Korean | French | German | Arabic | Ukrainian | Spanish | Russian | Czech | Danish | Polish | Brazilian Portuguese | Dutch | Norwegian | Tagalog | Ind-Bahasa | Thai | Malay | Indian Regional | Nepali

Brochure

Digital Contact Centers

Today’s traveler is “always on”, expecting to connect anywhere and anytime with travel companies.
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Case Study

Increase in Sales Conversion for OTA

IGT helped increase inbound sales conversion by 25% through re-engineering and analytics.
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Infographic

BPO – The Digital Tipping Point

Big Data, Smart Machines and Predictive Analytics are 3 big impact drivers in the BPO space
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