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Customer Service in
the Aviation & Travel Industries

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Challenges

Aviation, travel, transportation, and hospitality are some of the most customer-centric industries. Customer service is essential in defining a traveler's overall experience. However, customer service operations in the travel industry often face several common problems.

 

  • Lack of personalization: Customers are treated as transactions rather than as unique individuals with specific needs and preferences.

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  • Complex travel booking processes: This can result in confusion and frustration among customers and lead them to contact support.

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  • Delays, cancellations, and other unforeseen circumstances: These can cause significant disruptions to travel plans, leading to dissatisfied customers and unexpected peaks in customer inquiries.

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  • 24/7 nature: Customers expect to get service around the clock, whenever and wherever they need it, which can be difficult for businesses to manage efficiently.

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  • Customer expectations: Customers expect prompt, personalized, real-time support through their preferred channels and service in a language they can understand.

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These challenges are examples of factors that can negatively impact the quality of customer service and customer experience. To overcome these challenges, businesses need to embrace new technologies and continuously enhance their internal processes to boost overall customer satisfaction and secure customer retention.
 
The Fluentic app enhances customer support experiences, fostering long-term relationships. Additionally, it streamlines internal processes, ensuring greater efficiency and cost savings.

Why
automate multilingual customer service 

Traditionally, aviation and travel companies have relied on language training and interpreting services, often prioritizing language proficiency when hiring staff. However, it’s challenging to anticipate which languages will be needed and at what volume, leading to imbalances—some agents face long wait times while others remain underutilized. Additionally, national and religious holidays can further reduce the availability of customer service personnel.
 
Fluentic increases the efficiency of your agents by routing customer service requests to a larger pool of agents regardless of their location and the languages they speak. Shifting away from language-based requests increases the productivity of your customer service personnel, decreases queue times, and reduces overall operational costs.
 
Fluentic’s AI-driven translation solutions for customer service automation address many of the common challenges faced by the aviation and travel industry. Since adopting the Fluentic app, our clients in this sector have seen significant improvements and benefits.

Benefits 

Fluentic's AI-driven translation solution for multilingual customer service addresses many common challenges faced in the travel industry. Below are some advantages our clients have seen since implementing the Fluentic app into their customer support operations.

Cost savings

By removing language barriers, customer support operations can be handled more cost-efficiently from a centralized location, enabling 24/7 customer service.

Faster response times

Queuing times are shorter, and customers get answers to their questions faster, leading to better customer satisfaction.

Low agent downtime

Better customer experience

Providing customer support in the customer’s preferred language helps build loyalty and trust, leading to increased brand preference and higher customer retention rates.

Any customer support agent can serve any customer and handle many cases simultaneously. Resulting in low idle time between calls for agents, which leads to improved efficiency and time management.

Ability to react quickly

With centralized, scalable customer support, travel companies can quickly react to sudden peaks in customer inquiries, with agents handling customer inquiries in multiple languages simultaneously.

Using the Fluentic application can also help uncover insights, such as:

 

  • Which languages have the most demand once more language options are enabled

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  • What are the most popular customer service channels once more digital channels are enabled

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  • How many more customer cases can each support agent solve when the language restrictions are removed

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  • How much does the CSAT (customer satisfaction) score improve when each customer can get service faster and in their preferred language

Contact

Let’s
work together

Want to hear more about how Fluentic can benefit your business?

 

Contact Fluentic for references from the travel industry and to discuss your specific needs.

 

Let us show you how Fluentic can help your business.

Thanks for your interest!

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