The pandemic outbreak caused massive devastation across multiple business sectors; one of the many worst-hit ones being the hospitality industry. The panic that ensued among flight cancellations, hotel closures, suddenly terminated reservations, and social restrictions; left consumers scrambling for answers and immediate live support, overloading hospitality Contact Centers. In 2021, as businesses re-open, the hospitality industry will have to revamp its Customer Support channels to redirect the much-lost customer base back towards its service offerings. Whether it is food places, tourism and travel destinations, lodging, or any other recreational facility; all could utilize the services of a seasoned Contact Center Customer Service department to expand their business.
In November 2020, the American Hotel and Lodging Association (AHLA) found in a survey that 71% of hotels would be closed down in the next 6 months without Federal assistance, with 77% forced to lay off additional staff.
Now imagine if these outlets had contact centers supporting them to help ease their customer’s concerns promptly; a lot more damage to business could have been prevented. Amidst Covid-19, glaring gaps in customer service methodologies were identified worldwide, calling for a more omnichannel and universal approach to Customer Experiences, irrespective of geography.
As consumer behaviors have evolved greatly during pandemic times, so must evolve the hospitality industry’s approach to acquiring customers. This evolution will come in the form of digitization, from bookings to confirmations to support, and even the physical recreational space. The question, however, is how contact center support can help the hospitality industry reopen quickly?