Leading Travel Agency Drives Sales by Improving CX with Vacation Consultation Appointments

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.