Improve Tourism Sales and Marketing with Cloud Communications

Tourism is undoubtedly one of the largest industries in the world. In 2017 alone, the global tourist revenue amounted to almost 5.3 trillion US dollars. In 2019, we will be looking at even greater numbers as the industry specialists foresee the coming year to have at least a 3.6% increase in overall revenue. This is why there are many businesses who are invested in the tourism industry.

One of the key elements to a business vested in tourism is in finding domestic and international clients. And for that purpose, good customer communication is a key. Today, the communication between the client and the business starts way before they even meet in person. To elaborate, nowadays, the first point of contact falls within communication options like email, calls,and messages. So having robust communication system matters the most in tourism sales and marketing.

Like any other business, marketing is an inevitable part of tourism. This involves connecting with prospects through various communication channels like phone, email, SMS etc.

In tourism sales and marketing, businesses follow dual targeting because the audience doesn’t just comprise of individuals or families, but also other businesses.

  • B2C service: In this method of tourism sales and marketing, the business is directly targeting customers. The scope of the audience includes individuals, families, groups, etc. In this type of marketing, a more direct approach is needed. The best ways to connect with such audiences in by utilizing modern means of communication such as emails, calls and instant messages; and they respond well to interactive ads and social media campaigns. Once the list of prospects or leads is available, the travel operator will engage with them directly using the phone.
  • B2B service: One of the major advantages of tourism operators is that they can also target other businesses. Today, businesses offer group excursions and leisure trips for their employees as a part of uplifting company morale.

Hence, travel operators approach other businesses to facilitate and oversee their trips. Again, this model of business has scope within the domestic and international market. For the best results, travel operators choose to balance between the two, however, the scale tends to shift whenever international clientele enters the scene.

To connect with these varied demographic of customers, modern travel and tourism operators are turning towards equally modern forms of communication – the cloud!

Businesses are increasingly turning towards customer care or contact center solutions to manage the customer support side of things. However, many are still confused between which mode of operation they must choose in order to get the best results.

Customer Care Center Vs Contact Center: What Makes Them Different?

  • Customer Care Center: We are all familiar with the concept of customer care. Here the company will have a team of customer service agents and they connect with customers on a daily basis. The administrator can view their performance metrics through a software. The communication channel used in the process is generally wired telephone lines. Usually, the business set up the hardware necessary for its operation within the office space itself to make a switched network system.
  • Contact Center: Customer care and contact care serves the same purpose, to connect to customer and generate conversions. However, the way they do it is different. Contact center uses cloud telephony instead of the conventional on-premise setup that customer care centers use. This means that communication takes place through the internet as opposed to telephone lines. This makes the application platform independent and can be accessed from anywhere, on any device.

One of the greatest advantages of having a contact center solution is the ability to unify all communication channels into one. More often, agents require communicating with prospective customers through different channels such as emails, voice calls, instant messages or even video calls, if required. Bringing all these channels together on a single platform makes customer communication a lot more productive by eliminating redundancy or loss of important customer data.

In addition to this, contact center solutions offer businesses access to a much more advanced technology to handle customer communications effectively. Features such as automatic call distribution (ACD), IVR (Interactive Voice Response) systems, and CRM integration helps in improving first-response calls and enables optimum use of workforce. Furthermore, there are tools such as analytics and reporting that allow managers to effectively gauge the performance of the agents and make data-driven decisions for better efficiencies. This paves the way for better collaboration, better conversion, and better scaling.

Cloud-hosted contact center uses SaaS or Software as a Service model of business. It means that tourism companies only require paying for the technology they would like to use, instead of investing heavily in on-premise IT infrastructure to be able to equip with advanced customer communication tools.

Your sales and marketing teams need the best technology to be as productive as possible. With 8x8's Virtual Contact Center you get world-class technology and everything your domestic or international business needs all in one system. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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