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 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 customized airline customer service and hotel customer service solutions. 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
IGT’s global footprint offers superior customer service in more than 20 languages across various geographies
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
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
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