Outsourcing for the Travel and Hospitality Industry

Customer care and platform moderation

Our approach to customer support for the Travel and Hospitality Industry

  • Global, multilingual, accurate platform moderation

  • Back-office automation for HR and Operations
  • Customer experience: chat, email, in-platform comments, and more

What we offer to our clients in the travel and hospitality industry

Customer experience: Chat, email, in-platform comments, and more

Trust and safety: Global, multilingual, accurate platform moderation

Digital transformation: Back-office automation for HR, Operations and more

How we help amaze your customers

For travel and hospitality clients, our CX focus is on cost efficiency and end customer delight. We use a combination of chatbots, RPA processes, and fully-trained, language-fluent agents to make sure your customers are never disappointed, even in an inherently disappointing situation like a travel cancellation. We train our agents to positively impact your customers, and we bolster that experience with technology.

Travel and Hospitality Industry

How we moderate content for your brand

For travel review platforms, websites and social channels must be moderated properly. Most moderation focuses on maintaining community safety while increasing the speed of acceptable content publication. You need to appear as a professional and accessible brand focused on the honest exchange of information and experiences without letting a bad actor drown that out. It can be a tricky line to walk because some of these conversations can get very heated. Experienced, trained, and supported agents to keep those boundaries in check are vital to your platform’s success.

How we hyper-automate your back-end processes

Our Digital Transformation Team will work with you to identify areas across your organization where automation can improve speed, reduce costs, increase quality and eliminate errors that weigh businesses down. Some of the areas we can help include:

HR functions including recruiting processes, onboarding, and training

Trouble ticket response

Knowledge Base categorization and suggestion

Travel and Hospitality Industry

We also have a team of consultants available to help you understand where your pain points are, what processes would be best for automation, how much to invest in machine learning, how to maximize your data, and more.

The goal of the consultative process is to make sure you understand the ROI and cost position of getting more into automated tech. The ultimate goal is efficiency, better agent work, delighted customers, and cost containment at scale.

Our security

  • Two DNS filters

  • Two AV layers

  • All sensitive traffic encrypted

  • Server SSD decryption keys hosted only offsite

  • 2FA authentication

  • Company laptops fully encrypted with BitLocker

  • 24-7 video surveillance, manned guard security

Travel and Hospitality Industry

A digital-first mindset

Conectys takes a digital-first approach to every client engagement. While we start every solution build with technology at the forefront, we don’t believe that digital tools can completely replace other experiences. Rather, digital can support and enhance player experience (through speed and accuracy) and unburden live agents working on your team. We also believe a digital-first mindset is crucial to help our clients scale at lower cost. Some of the tools we deploy include:

ConectysOS

Proprietary (and free to clients) CRM, ConectysOS

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Travel and Hospitality Industry

Robotic Process Automation (RPA) tools

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Travel and Hospitality Industry

Chatbots

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Travel and Hospitality Industry

Digital best practice and process consulting

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Numbers our clients celebrate

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NPS
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Overall CSAT
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First Contact Resolution

Numbers our employees celebrate

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Employee NPS
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Percentage Continuously Trained
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Internal Promotion Percentage
Content Moderation

UGC

User Generated Content Moderation

Customer Experience Services

CX

Customer Experience

Digital and RPA services

DX

Digital Experience

Locations

Locations

We have global coverage

“Outstanding management. Outstanding operations. You don’t get lost as a client. There’s a tremendous amount of individual care.”

SVP Operations

“It’s easy to communicate and collaborate with them, as they instantly adapt to any odd situation that arises and corrects what needs to be corrected.”

Customer Experience Manager

“Fantastic people who come to have a deep understanding of your company’s products and services, which you don’t often see from BPO and front-line agents.”

Chief Financial Officer

If this looks interesting, and you’d like to talk more about payments and FinTech customer experience, let’s talk!

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Our Growth

  • 3,300+ employees

  • 35+ languages 

  • 24-7 operation

  • 10 global locations + WFH agents

  • 95% CSAT score

  • 18 years in business

conectysian

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