Case Study:
Hotel Group Expresses Reservations About Current Customer Service Program
Challenge
With over 65,000 rooms and more than 575 hotels in 45 states and Canada, one of the largest operators of limited-services hotels realized they were suffering from lower customer satisfaction scores, a decline in repeat customers, and difficulty resolving customer issues at check-in. After identifying the problem, this company reached out to Virtual Agent Services (VAS) to modify the way their customers interacted with the brand.
Solution
After close consultation with the company, the VAS team recommended a three-prong approach:
- Create an “elite desk” to service their Customer Loyalty Program.
- Modify new hire training to focus on long-term customer contact.
- Educate property staff on new trouble handling procedures to support issues with customer check-in.
VAS also recommended changes to the loyalty program, more specifically, to the point credit process, and rewrote the call flow process. Both of these changes positively affected overall cost and customer satisfaction scores.
Results
- Increased customer satisfaction scores and customer loyalty program volume.
- Decreased general reservation handle time by 45%.
- Eliminated property staff call volumes with issues during check-in.
- First call resolution increased 38%.
- New hire training curriculum decreased overall training time by three days.
- Sales conversion increased 35%.
Related Industry: Hospitality & Travel
To discover how VAS can bring clarity to your challenge, contact us or call 877.241.2516