Leading Travel Agency Drives Sales by Improving CX with Vacation Consultation Appointments
One of the world’s largest travel and tourism companies leverages Verint Retail Choreography solutions to reduce in-store wait times, improve store associate productivity, and increase sales.
The results
- 57%
wait time reduction
- 65%
fewer customer walkouts
- 48%
increase in conversion rate for customers with appointments
About the Leading Travel Agency
A leading leisure, travel agency, and tourism company operates hundreds of stores and offers vacation holidays across the globe. The leisure sector has grown significantly over the past few years, swelling the agency ’s customer base. As a result, they have struggled to provide every in-store customer with exceptional customer service.
Opportunity
Walk-in customers often had to wait in physical queues during peak periods, which diminished their experience. The tour operator’s store teams tried to solve this by tracking customers waiting in line with a clipboard and pen. While the teams might have been able to tell the customer their number in the queue, they were not able to provide them with estimated wait times.
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“It [Verint Queue Management] has improved customer experience. Customers are willing to wait longer and because their inquiry is logged it feels more like an appointment, making customers feel more valued.”
Solution: Verint Appointment Booking
As vacation holidays are a high-cost purchase, customers often need to compare and weigh options before purchasing. The company realized that its tour operators had no way of allowing customers to return to see their advisor at an agreeable time. With Verint Appointment Booking, if customers are unable to confirm their vacation purchase during their initial visit, store associates can seamlessly book them an appointment to return to the store when they make their decision, at a day and time that is convenient for the customer.
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"It [Verint Appointment Booking] creates a better commitment from the customers… if a customer has made a special journey to fulfil an appointment, we know they are serious about booking."
Benefits
With Verint Queue Management, the travel agency reduced wait times by 57 percent. In addition, the waiting experience also significantly improved, which reduced walkouts by an impressive 65 percent. The company was able to increase the number of customers who stayed in its stores, enabling store associates to convert them to a vacation holiday booking, ultimately increasing sales.
Verint Appointment Booking also helped them increase vacation bookings by five percent, with a 48 percent higher conversion rate for booked appointments than walk-ins alone. The premium customer experience encourages customers to return to the store and tell their friends about their positive experience, highly improving loyalty and word of mouth.
Overall, Verint Appointment Booking and Verint Queue Management contributed to improved efficiency and resource allocation. The solutions free up the store team’s time to use on more important tasks. Plus, store associate performance and footfall insights enable the business to improve their team productivity and resource planning, so they always have the right people in the right place at the right time.
In addition, the Verint solutions give the travel agency fresh insights on customer activity and intention, which is helping to drive marketing decisions.
The fact that it’s easy to get started with Verint was a valuable bonus for the team. Store associates were able to start using the Verint solutions in only a few minutes. “It’s [Verint solutions are] so intuitive, we just picked them up and started using them,” says a store associate. Another store associate comments, “So easy to use, very simple and incredibly valuable to us. We are a lot more organized now. If we didn’t have it, I don’t know what we’d do. We need it!”
Disclaimer: The solutions referred to as Verint Appointment Booking and Queue Management were called Qudini® Appointment Booking and Walk-in Virtual Queuing when originally purchased, prior to acquisition by Verint.
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