The travel and tourism industry was one of the hardest hit during the height of the covid-19 pandemic. Hotels, airlines, tour operators all suffered as a result of travel restrictions and consumer skepticism. International tourism arrivals fell by 73% and hopes for a quick recovery were dented by the Delta variant which seemed more pervasive than its predecessors.
Vaccination programs around the world have breathed new life into travel in early 2021. However, according to the World Tourism Organization, the future cannot be viewed through a pre-pandemic lense. One of the impacts of the pandemic on life as a whole is people thinking harder about choices they make, inclusive of service providers.
It is likely that service providers will shift their focus to ‘unconventional’ globetrotters such as digital nomads and business travelers who extend their trips to include personal vacation days. From vaccine passports to quarantine regulations, how industry stakeholders communicate this information is likely to change for the foreseeable future.
As a result of the conversational nature of the above information, email response time will play a vital role in keeping and winning customers. They will need to get fast responses to their questions and requests. Setting an email response time standard within the business is one way to ensure that this happens.
Timetoreply to the Rescue!
Their solutions allow teams that work in travel to track average response times from within Gmail, Outlook and CRM platforms such as Hubspot and Salesforce. You will be able to tell how long it takes team members to respond to emails and how many emails haven’t been responded to with real-time alerts. As a result of their products being very simple to integrate, this is one easy but quick way to improve customer experience. By measuring email response time for the customer service teams of your travel business, your customer satisfaction metrics will undoubtedly rise.
Above and beyond monitoring response times for individual team members, they also offer insight on performance for the whole team, per domain or per shared inbox and distribution list. This allows you to get granular when examining multiple data points such as external and internal communications.
Email for Remote Working
During this period of widespread remote work, email will come to the forefront as a tool for collaboration. The expectation that a provider should respond in a timely manner has only become more important as a result of remote work. This is because everyone is at their computers or on their devices actively waiting for a response to their request.
How teams utilize email response time internally while working remotely is just as important as how they use it externally. Making sure that the team is updating each other and sharing information is crucial for keeping employees engaged.
Tracking email response time is an effective way to maintain a high level of customer satisfaction as it sets performance standards. Now more than ever, time is literally money and for businesses in the travel and tourism industry, something seemingly as trivial as a customer waiting a little too long for a response could be the difference between your next sale or a loss.