With how travel agencies are sprouting from anywhere, the competition might be an all-time high. Having an edge or an advantage that will separate you from other travel agencies is very important.
You might be thinking of going online and create accounts on social media (if you don’t have it yet), but almost everybody does that. Having an online presence does not cut it anymore too. You need to upgrade your customer service and cater to more audience with the use of multilingual customer service.
Multilingual Customer Service in Travel Agency Industry
As many people know, the United States of America is a melting pot of culture. It has different ethnicities, races, and of course languages used by people. For a travel agency that caters to a large country with more than 326 million population, it is better to have multilingual customer service.
Travel agencies are expected to make their customers feel that they are important and have to make sure that they are enjoying their time. For this to be achieved, travel agencies have to go far and beyond for their customer service. It is better to start everything from inquiring. The first interaction with the customer, you have to make sure that they will be comfortable and happy.
This is why having a multilingual customer service is an advantage. People are so much more comfortable talking in their native tongue; hence you have to offer it to them. In fact, according to CSA Research, 74 percent of customers are more willing to purchase goods and services from a company that has post-sales multilingual customer service.
Moreover, the research also found out that customers from 58 percent of businesses are more loyal to their brand because of the multilingual customer service they offer.
Advantages of multilingual customer support:
- Seamless conversation with customers
- Improves brand loyalty
- A faster transaction with customers
- Get new customers
- Have positive reviews from consumers
Statistics Of Travel Agency Tourism Industry
In the United States alone, the travel agency industry has surpassed the 15 billion U.S. dollars mark. It is predicted to make at least 17.3 billion by 2020. Not only has that but Statista found out that the individual revenue of each private travel agency has increased too. In 2009, the average income of a travel agency is only six percent compared to its revenue. After six years, it has doubled to 12 percent.
As the travel industry is also becoming prominent in the online world, it is also better to tap into that market. Offering multilingual; customer support online like live chat, email, and social media interactions will also give you an advantage from other travel agencies.
Phone calls are not as prominent as before. This is why you have to prepare for the future of your business. Here are some good and bad customer service examples that can change your mind about it
You have an Instagram account and you post your content in English. One curious customer replied in Portuguese. You don’t have an employee that speaks the language so you dismiss the reply. Then, you see your competitor reply to that comment with the link of their account. Do you think the Portuguese customer will still contact you? Definitely not.
Consumers’ expectations are just increasing over time with the help of social media. This is why brands and companies should really watch out for it.
Start enjoying the perks and advantages of having multilingual customer support! Contact us now.
