ENABLING BETTER TRAVEL
Strong customer service pays great dividends to any travel and hospitality player’s long-term stability and growth. A good quality customer service makes the customer happy and in turn helps an organization grow its business. For travel and hospitality organizations, it has become imperative to offer personalized experience at every touch point of the traveler life cycle to build strong and lasting relationships.
IGT provides innovative and customized customer service solutions best suited to cater to the needs of the ever-dynamic customer. By combining extensive knowledge of travel domain, strong pool of travel and customer service experts and future-ready call center technology, IGT offers multi-channel, multi-lingual customer relationship management through its global delivery centers spanned across multiple continents .
- IGT Offerings
- Business Value/ Demonstrated Capability
IGT leverages its deep travel domain expertise with proven experience across multiple facets of customer service functions, to provide clients operational excellence and deliver enhanced customer experience.
IGT provides multi-track customer services across voice (inbound/ outbound), email, chat and social media in over 20 international languages. Services for travel companies include:-
- Handling General Enquiries: IGT handles customer service center for airlines, hotels and OTAs to help customers with queries around bookings, cancellations, frequent flyer programs, mileage points, redemptions, check- ins, flight details etc.
- Customer Relationship Management: IGT offers personalized services to help passengers with their travel itineraries, claim processing, managing stay extensions, refunds etc.
- Analytics: IGT provides a host of analytical tools to monitor each and every kind of customer interaction across on all channels of communication to help its clients with business level insights for increasing customer satisfaction and lowering operational costs
IGT's global footprint offers superior customer service in more than 20 languages across different continents
- Location Languages Served
- India English, French, German, Hindi, Urdu and other Indian Languages
- China English, Chinese, Cantonese, Japanese, Mandarin
- Philippines English, Thai, Malay, Tagalog
- UAE Arabic, Ukrainian, Urdu, Spanish, Russian, German, French, Polish, Portuguese, Romanian, Dutch, Norwegian
- Sri Lanka English, Sinhalese, Tamil
- 30% Improvement in customer satisfaction score for a leading American airline
- 60% D-Sat reduction for the world’s largest airline
- Multi lingual support for over 20 international languages across multiple channels like voice, chat, email, social media etc.
- Proven capabilities in deployment and use of airline CRM’s
- Experience in over 72 travel applications, from GDSs (Galileo, Amadeus, Saber) to proprietary technology systems like airlines PSS and EDS Shares .