Fight Off Revenue Loss By Attracting And Retaining Customers Through Reservations Services

Do call center reservations services still work and help businesses achieve healthier bottom line amid the presence of self-service options?

To make a customer’s life hassle-free — this is the primary role of reservations services. People usually book a hotel room, rent a car, or even a spa appointment a few days or weeks before the actual date of their travel. Instead of fretting over a fully-booked hotel, there’s a guarantee that they will have a place to stay. It can also help them budget their money wisely by showing choices based on price, location, and standard.

Before, people use the telephone to book something. This practice shifted when companies developed reservations app — with mobile being the prevalent device.

As the number of people who prefer self-service apps when booking lodgings or vehicles, is there a place for call centers to continue providing reservations services? How can it assist businesses in mitigating risks of revenue loss?

To answer this question, we’ll dig in deeper as this article progresses.

The rise of online reservations services

Let’s look at the numbers.

According to the statistics from Travelport Digital, 58 percent of people prefer apps to search for a flight. Meanwhile, 53 percent use it to look for accommodation. These numbers alone can tell how mobile booking applications are taking over the limelight.

The majority of customers are shifting to online self-service reservations services because of the convenience and immediacy it provides. This is the reality that we have to face. Adapt or die. Grow or deteriorate.

Following the trend — what people need and look for at the moment — is the key to growth. For reservations services, going online and mobile-friendly is one of the best ways to attract new customers and retain existing ones.

Co-existing with technology

Improving customer experience through reservations services is not a question of what is greater between machine intelligence and human agents. It is a matter of finding out the strengths of the two and integrating those strengths to create a positive, well-remembered customer experience.

While mobile apps facilitate convenience and personalization, human assistance can strengthen connectivity and promote empathetic customer service. This is the advantage of maintaining a call center.

Reservations call centers do not only provide reservations and booking services but also customer service, desk hotline service, and even sales that are under the hospitality and travel industries.

Reservations call centers in attracting and retaining customers

To have a better grasp of the importance of call centers in providing reservations services, it is necessary to understand the difference between customer acquisition and retention.

Let’s begin with the numbers.

Harvard Business Review stated that acquiring a new customer is five to 25 times more expensive than retaining the existing ones. Another research by Frederick Reichheld of Bain & Company found out that if companies increase retention rates by five percent, it can help them increase their profit by 25 percent to 95 percent.

If this is the case, focusing on retention is more profitable, isn’t it?

However, companies and agency clients have a greater focus on customer acquisition than retention (44% vs. 16% for companies and 58% vs. 12% for agency clients).

Another Bain & Company study revealed that 60 to 80 percent of customers who are initially satisfied with a business’ service doesn’t go back with the same company for repeat business.

One of the primary culprits why customers don’t go back for more — despite having a positive experience — is the lack of connectivity. They can remember the service but not the name of the company.

The art of making meaningful connections

When you are connected with someone, you probably won’t forget important information about him or her. This is the beauty of connections and direct relationships.

In a Forbes article, Larry Myler said that to make every customer a long-haul partner, one must not overlook “the art of staying connected.”

Jia Wertz, another Forbes contributor, believes in the same concept. Devices can’t replace the human touch. “As smartphones and laptops take over our daily interactions, the desire to speak to a human being in real life or over the phone is becoming a novelty.”

Here’s a tip.

To strengthen your connection with your customer, send a short message wishing him or her a wonderful experience with their reservation. After that, send a follow-up message hoping they had an excellent experience. At the end of each message, tell them how they can reach out to you if they have any concerns or issues. Remember that you should extend your efforts even after a customer makes their reservation. Be consistent. Make it personal. Remember that if you don’t connect, someone else probably will. And sadly, that’s a loss for you.

Mitigating revenue loss

As explained above, retaining more customers can result in a healthier bottom line. By focusing more on efforts regarding customer retention, and still spending enough resources to acquire new customers, businesses can fight off revenue loss.

Outsourcing call center services is also a good way of transferring risks. Rapid growth has been made possible by operating with fewer in-house employees and scanting physical assets.

Retain and attract

Customer service is another way a call center can assist with reservations. As a matter of fact, it can help you retain and attract customers at the same time.

Experiencing problems during the booking process is unavoidable. Technical errors or glitches can occur. This is when apps users are driven to call customer service. If these customers are assisted properly and find a solution through customer service, chances are high that they’ll continue with the business. Another benefit of good customer service is the possibility that these same customers may recommend you to others, making it easier for you to gain new followings.

Customer recommendations are so powerful. It is free, unsolicited, and effective. In that case, rewarding your customers with their help can make them more loyal to your brand.

Meeting the needs of the new generation

To effectively meet the needs of this generation, you should eliminate the mindset that customers are becoming choosy. Instead, you should look at the bigger picture: customers nowadays have demands that are new and different.

By giving them what they want — convenient and personalized experiences and meaningful connections — they are sure to stay.

By helping them, they will also help your business grow.

In need of reservations services? Call us now!