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Staying on track: managing digital conversations for Travel & Transport

by Jack Fox

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 14 September 2020

Digital channels have grown to be the preferred method of contact for many customers, and while travelling they’re the most convenient choice too. As inbound interactions continue to rise, Travel & Transport companies are feeling the pressure to respond in a timely and personalised manner - and when disruption strikes, the pressure continues to mount! 

There are platforms out there that give Travel & Transport businesses peace of mind when it comes to managing digital conversations. With features such as a Unified Inbox for all Social, WhatsApp, SMS and Live Chat interactions, staying on track and ensuring no customer enquiry gets missed is made easy peasy lemon squeezy! And if both customer service and marketing can work from the same platform too, your teams are empowered to collaborate to deliver a first-class customer experience!  But we all know it ain’t what you do it’s the way that you do it, so here are the four features Orlo found Travel & Transport organisations are looking for when they’re treating their digital conversation strategy to an upgrade.

#1 - We’re all in this together

Look for a platform that can become a single source of truth for all your digital conversations, making it easy for Marketing and Customer Service teams to work in perfect harmony. Collaboration really can be simple if you have the ability to quickly add notes against customer records, assign or forward messages to colleagues and ask for validation before posts get sent all in one platform. 

#2 - Disruption… it’s inevitable 

Handling disruptions that are out of your control is just part and parcel of the travel and transport industry and effectively managing customer expectations and enquiries at these tricky times is vital. With this in mind, find a platform that enables you to press pause on scheduled marketing posts, turn on validation for outgoing messages and only worry about what matters when disaster strikes - informing and interacting with customers! 

#3 - Convenience is key

While on the move it’s quick and easy to whip out your phone and send off a quick social post, WhatsApp or SMS. Making sure you’re contactable on the digital channels customers are using every day is only half of the battle. Ensure your digital conversation tool enables you to listen and respond to public and private messages, and you’ll have an army of happy brand advocates in no time! 

#4 - Nip it in the bud 

In times of crisis, customers often turn to social channels to vent their frustrations. Whether they’re tagging you in their posts or talking about your organisation without a direct mention, be sure you have a tool that enables social listening, so you can identify those conversations in the moment and respond appropriately before you find yourself in the midst of a Twitter storm!

Over 300 organisations - including Travel and Transport brands such as National Express, London North Eastern Railway and C2C - use the Orlo platform to do all the above and more! With results such as 50% reduction in response times, 199% growth in followers and 26% digital channel shift, we support them in providing a great customer experience, with an ROI to boot! Want to know how Orlo could help you to provide great CX on your customer’s favourite channels too? Click here to book a demo now!

Jack Fox

Jack has worked in the Customer Experience space for over 5 years, supporting a number of public and private sector organisations in developing and enhancing their digital engagement strategies.

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