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Unique Customer Feedback Solution for Travel Industry

May 14, 2015 Corporate No Comments Email Email

Anticipating customers’ needs before they do, preventing attrition, improving word-of-mouth and retaining customers are just some of the goals tour operators and travel agents aspire to day in day out. Reevoo and Feedback Ferret have combined forces to offer the travel industry a simple, single platform for helping them to achieve these goals.

Reading and submitting ratings and reviews are a vital part of any customer’s journey when purchasing travel products in today’s world. But how can tour operators, travel agents, or accommodation providers best use the insight those reviews to improve their bottom line?

This exciting joint venture between the two companies will enable travel companies to capture the Voice of the Customer at every touch point, and use the insights to make operational changes to improve their customer experience and drive their businesses forward.

This new customer feedback platform will benefit both parties. Travellers will be able to provide feedback seamlessly and cohesively (onlyone survey / review request). They will also have easy access to all the information they need to make a purchase decision – key information, as well as customer reviews and ratings, will be readily available on travel company websites.

Tour operators and travel agents will benefit too. Their websites will perform better in search results thanks to the Reevoo / Google partnership. Businesses will also see at a glance what their customers are saying about their experience as the Feedback Ferret text analytics platform delivers powerful insight from ALL customer comments. Management and frontline staff are given all the insight and tools they need to take proactive action when and where it matters most.

So how does this single platform solution work?

On return from their travels, each customer is invited by email to complete a short review where they are free to write openly about their experience. Review requests can be sent and completed in multiple languages, depending on the nationality of the customer.

Review requests are only sent to verified customers, so you know that all content that goes on your website is genuine. Businesses are able to respond to individual customer comments in real time, answering customer queries and addressing negative issues. Having that response visibly linked to the customer review improves customer trust, customer service and brand perception.

If customers want more detail about any aspect of a travel product, Reevoo’s unique Q&A tool means that they can ask previous reviewers a question. Reevoo’s pool of reviewers who have opted in to answer questions currently stands at over one and a half million.

For ratings and reviews to be of value to prospect customers, they need to be visible via search engines. Reevoo’s partnership with Google means that Seller Ratings will appear in your paid online adverts, increasing click-through by 17% on average. By including fresh, rich, user-generated content on their website, travel companies will reap the benefits of increased organic traffic and improved sales conversion rates.

Every piece of feedback from every channel is pulled together into one reporting platform. The Feedback Ferret text analytics engine delivers world-leading levels of accuracy so clients can see a true and detailed picture of their customer feedback, delivered through simple to use online dashboards and reports.

Piers Alington, Managing Director of Feedback Ferret said: “This is a great opportunity for tour operators, travel agents and accommodation providers to simplify their customer feedback process and to gain access to all the tools they need to see what their customers need most and what isn’t working so well. We enable them to quickly see and act on the issues that have the greatest impact on their customer satisfaction and rebooking behaviour.”

Adopt the Reevoo and Feedback Ferret platform and reap the rewards; anticipating customers’ needs before they do, preventing attrition and creating outstanding experiences they will evangelise about. Improve word-of-mouth, retain more customers and deliver measurable ROI.

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