Improving the client payment experience
One of the main reasons businesses in the travel industry are moving towards more digital processes is to create a frictionless, simplified way to interact with agents and guests. Consumers will pay more when they have a great experience - which PWC defines as one that is fast, convenient and consistent – as much as 14% more for a hotel stay. Luxury accommodations providers must meet their high expectations in terms of customer experience..
Customers are 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. Make sure to look specifically for:
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 social, online chat, email and phone support is imperative.