Improving the Client Payment Experience
One of the main reasons DMCs and other businesses in the travel industry are moving towards more digital processes is to create a frictionless, simplified way to interact with agents and clients. American Express found that payers will pay 21% percent more to do business with companies that excel at customer service and experience. DMCs must meet their high expectations in terms of customer experience, especially within an industry that is known for its commitment to clients and the creation of a luxury and personalized experience.
67%
Percentage of customers willing to pay more to do business with companies that excel at customer service and experience, according to a 2020 Salesforce report.
Who's supporting your payers?
Many of today’s payment companies complement their payment products with their own payment support. With agents and clients all over the world, DMCs should look for the following:
In-house support employees
When payers have questions regarding their payment, many expect to speak with an individual well-versed in the complexities of their particular challenge. If your chosen payments company offers payer support, ensuring that they have fully trained, in-house customer service agents will result in superior service.
Multilingual support
To communicate with individual agents in their native language, ask your payment provider if they offer multilingual support and determine if the languages they offer match up with the countries that represent your client-base.
Omnichannel support
The ability to handle inquiries from a variety of channels including online chat, email and phone support is imperative.