When Customers Travel
Faster, more individual, and more digital
Customers expect much better service from companies these days, including constant reachability on all channels. The example of a customer’ vacation trip shows how Arvato delivers contemporary customer communications with its solutions.
Sun, sea and sand – Emily can’t wait for her summer vacation, but she’s not going anywhere without Rover, her four-legged best friend. This raises a number of questions for her: How do I find a pet-friendly hotel? Will the airline take dogs? How much will it all cost? Questions that for a long time, it took a lot of running around for travelers to answer. However, thanks to Arvato the days of wandering lost and aimless in a “service desert” are a thing of the past. Innovative customer communication solutions tailored to Emily’s needs answer her questions quickly, accurately, and on a diverse range of channels and to proactively provide her with relevant information.
This begins with customized online advertising. Emily visits the site of a hotel search engine, and a banner ad for a hotel where pets are welcome is displayed. This is made possible by the data that Emily has generated in past website visits and online interactions, and that Arvato provides to online vendors for systematic customer targeting. Once she’s successfully booked a hotel, it’s time to find a flight – one that Rover is allowed on, of course.
Semantic search for more relevant results
However, at first glance the website of Emily's preferred airline has no information about carrying animals. Before turning to another airline, disappointed, she types in the vague keyword “dog” in the search window. On other websites Emily would get no or inaccurate results, but here she hits bull’s-eye because the airline uses Arvato’s innovative, “eSearch” semantic search engine, which recognizes contexts and multiple meanings and shows users fewer, but more relevant results. So now Emily sees information displayed about the transport of animals, providing answers to most of her questions.
But not to all of them. Like an ever-increasing number of customers, Emily uses social media to get in touch with companies. She asks her remaining questions via the airline’s Facebook page. Her entry is answered by an Arvato employee, because Arvato manages the airline’s customer services not only by phone and email but also on social media channels. Emily is offered a live chat to resolve the open questions in a direct dialog.
Center stage on all channels
The variety of communication channels that is typical for “Customer service 2.0” ensures that everyone can use the channel that best suits them to get in touch. Customers gets faster, more individualized and better advice and are no longer limited to the traditional channels of telephone or email. Problems are solved quicker, customer satisfaction rises, and their loyalty to the company increases. Arvato manages the entire customer communications process from a single source: from consulting and planning to implementation, technical operation and operational content management.
This all-round service has won Emily over completely, so she books the flight, satisfied with the airline. But her journey with Arvato continues. During the booking process she receives an offer to conveniently pay the fare in installments. Arvato’s fast credit check has revealed that the provider need not fear default in Emily’s case. If she forgets to pay an installment, Arvato will send a payment reminder by text to her cell phone on the airline’s behalf. This means planning security for all parties.
For Emily, however only one thing counts: She can take her beloved Rover on board and to the beach with her. Having received such quick and comprehensive information and advice, she will have good associations with the customer service and think about this airline first when planning her next vacation – and at that point, Arvato’s communications solutions will once again ensure that Emily travels first class long before her flight departs.
Our Solutions, your benefits
Service channel extension, future-oriented image, targeted communication of products or special offer
Prompt identification and analysis of customer concerns, followed by a conclusive response – resulting in satisfied customers and long-term customer loyalty
Informal approach and instant response to customer concerns – resulting in a positive customer experience and an increased fan base