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Interactive Voice Response (IVR) for the Travel and Tourism Industry


Want to include automation in your business communication system? An interactive voice response (IVR) system can distribute and organize incoming calls so that your agents and employees are better able to serve customers.

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IVR for Business

Most businesses are using automated systems to increase efficiency and reduce the amount of time spent on simple, mundane, and repetitive tasks. Interactive voice response is one such tool that answers incoming calls and helps callers before an agent or employee is required. It uses pre-recorded messages and rules to distribute or forward calls or assist callers in completing certain set actions.

Generally, when a call comes in, the IVR will answer and greet the caller. It will then present them with a series of menu options. Based on caller input — that is, how callers respond to the menu — the system will move to the next step. This could be redirecting the caller to the needed department or presenting more menu options. Furthermore, the system can also perform simple tasks such as scheduling appointments or getting company information, etc. Having the system help callers this way frees up agents and employees to deal with more complex issues.


Travel and Tourism Companies that Can Use IVR

Any travel and tourism agency that is looking to establish themselves as a professional business and that wants to improve caller experience can use an IVR system to do so. Some of these services include:ivr for travel agencies - hotel

  • Travel agents and agencies
  • Online travel agencies (OTAs)
  • Tourism companies: guides and tours
  • Hotels, timeshares, resorts
  • Transport services: air, road, rail, water services
  • Ecotourism-focused business
  • Educational tourism services
  • Medical tourism
  • Business travel services
  • Cruises
  • Tourist information
  • Nature, recreational, and theme parks

With such an automated system, callers can get the assistance they need quickly without having to be on hold for long periods to talk to an agent.

 

Consider IVR for Your Travel or Tourism Business

IVR is mostly used to handle inbound calls efficiently and increase first call resolution rates — that is, callers’ issues are resolved on the first call itself. With this service, you can quickly redirect calls depending on language or location preferences. Furthermore, the system also identifies what department is needed and directs the call to the appropriate agent instead of having the call bounced around. Some ways your company can use an IVR system include:

  • Greeting callers
  • Providing basic company information
  • Providing information in different languages
  • Redirecting calls based on location
  • Transferring calls to the right department
  • Highlighting new promotions
  • Helping callers when agents are busy
  • Processing payments and renewals
  • Registering complaints
  • Collecting feedback
  • Providing after-hours customer service.

Most virtual phone service providers, like Global Call Forwarding, will offer you a customizable system. Here you can design the system as you want to better serve your customers. The purpose of such a system is to vastly improve how callers interact with your business and increase customer satisfaction rates.

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How to Get This Feature

Global Call Forwarding’s IVR feature is part of our virtual number plans. Travel and tourism businesses can benefit from this tool. To get IVR:
  1. Sign up on our homepage.
  2. Follow the prompt to purchase your new business number.
  3. You can also port an existing number.
  4. Browse through advanced features offered: Call Recording, Outbound Calling, SMS Forwarding.
  5. Finalize your payment.
  6. Set up and customize IVR from your control panel.
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Customizing Your Automated Response System

Global Call Forwarding offers a customizable IVR system that you can design in your account’s control panel. Include pre-recorded messages, greetings, and promotional information. Map out how customers will navigate through your automated system and what actions will they be able to complete. Do you want them to be able to make payments and renew services? Which departments will they have access to? And so on.

You could start by having them choose a language or location preference. This is useful for travel companies because they are generally dealing with customers from all over the world and also have offices located in different time zones. Based on caller input, the IVR can direct the caller to the most appropriate employee. The next set of menu options could include: Press 1 if you are a new customer. Press 2 for customer service. Press 3 for accounting. For more ideas, read our article on how to create the perfect IVR template for your needs.

All Plans Include

  • call recording Call Recording
  • unlimited extensions Unlimited Extensions
  • advanced ivr Advanced IVR
  • enterprise api Enterprise API
  • greeting Customized Greeting
  • time of day Time of Day Routing
  • failover forwarding Failover Forwarding
  • voicemail to email Voicemail to Email
  • fax to email Fax to Email
  • sms forwarding SMS Forwarding
  • local ringback Local Ringback Tone
  • simultaneous ringing Simultaneous Ringing
  • sequential forwarding Sequential Forwarding
  • country forwarding Select Country Forwarding
  • account management Account Mangement

Better Customer Service = More Recommendations

Customers who receive good customer support and care will recommend your business for its quality and ease of service. Improving customer success should, therefore, always be a priority for any business. For more information about how IVR can benefit your specific business needs, talk to an expert!
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