Solutions for the travel industry

User Experience: navigation and design

A website is nowadays a key channel for sales and presentation of a travel agency's offer, and in order for customers to want to use it, intuitive navigation and design should be taken care of. YourCX tools allow you to optimize navigation on e-commerce platforms and continuously monitor the ease of navigation in the search processes for offers, flights and hotels. By combining declarative data with online analytics, you will gain practical insights into directions, areas for improvement and bottlenecks negatively affecting satisfaction and conversion rates.

Our solutions will help you find answers to many questions, including: Do users easily find matching tour offers? When typing in what keywords did users encounter incorrect search results? With what ease do users complete the purpose of their visit? How does evaluating navigation elements affect conversions?

Customer Experience: customer experience and loyalty

The growing involvement of companies in Customer Experience activities makes the need to measure and compare the effectiveness of implemented strategies crucial also in the travel industry. With the support of YourCX, you will measure the value of the NPS (Net Promoter Score) at key brand touchpoints (both in the context of online sales and vacations) and learn which factors have the strongest impact on loyalty, willingness to recommend your brand, and ultimately on key business metrics. As part of our services, we also offer unique benchmarks and numerous indicators and solutions to optimize consumer satisfaction.

Thanks to us, you will be able to find answers to the following questions: How do customers evaluate tours? What was most important to them? What are the main goals of site users' visits? What are the purchase intentions of users visiting the site from particular marketing campaigns? What is the impact of positive experiences on sales development? How do Critics behave after leaving the site? Do users realize their goal, and if not, why not?

Experiences on the vacation trip

In the travel industry, the experience of the trip itself is the most important. Emotions and memories related to the flight, the service at the hotel or the quality of the program have a key impact on loyalty and willingness to recommend the brand. Punctuality, courtesy and support of the resident, optional excursions, attractions for children - all these also project the image of your business. By monitoring individual indicators and comparing them with internal and market benchmarks, you will gain a full understanding of the quality of your travel agency's services.

With the help of surveys sent by e-mail after a vacation trip, you will learn the answer to the following questions: Did the trip to the destination go smoothly? Did the resident or caretaker show professionalism? Did the quality of accommodation and food meet the customer's expectations? What is worth improving, and what is most positively memorable?

Online experience analytics

With the help of YourCX tools, you will be able to detect problems, service strengths and analyze the customer journey in terms of what pulls users away from their main goals. With our help, you will combine behavioral data on expectations, problems and emotions along with online behavior analytics, without overlooking the impact of declarations and emotions on subsequent actions and micro-conversions.

So with our help you will find out, among other things: What percentage of users who read a particular type of offer are actually interested in buying? What problems stood in the way of those abandoning the purchase? How do people who are favorable to the brand behave in the online service, and how do critics behave? What did a user who viewed four sub-pages and then closed the site really want to achieve? Is bounce rate a significant problem?

Business development

Through in-depth analysis of customer emotions and expectations, it is possible to generate positive experiences and effectively develop business. By segmenting user paths according to declarative data (purposes of visits, reasons for abandoning the purchase process, NPS rate, etc.) and juxtaposing them with financial data, you will have a full understanding of development directions and areas that need further work. You will also examine how much and real impact any quality indicators and referral intent have on your company's revenue

You will also learn: What does the full purchase path of your customers look like? Which areas cause the most problems and discourage them from buying or recommending the service to friends? What information about the offer is missing? What expectations do regular customers have, and what expectations do new customers have?

Quality of service in a travel agency

Traditional sales through a travel agency is one of the most important channels of contact with a brand in the early stages of a shopping trip and search for an offer. Customer satisfaction in this context is influenced by numerous factors, including the competence of the office staff and the quality of the offer. By examining service at the traditional point and comparing selected indicators between outlets and regions, you will get a clear insight into the CX level of your business and identify areas for change.

Using surveys placed on tablets or sent via email after a visit to a travel agency, you will learn the answers to the following questions: Did the visit to the facility go smoothly? Was the staff courteous and helpful? Did the salesperson correctly identify the customer's needs? Did the visit proceed in a comfortable environment?

Quality of contact with the BOK

Channels related to direct contact with customers have the greatest impact on brand image and consumers' subsequent purchasing decisions. Among those who received help, the NPS rate is more than 300% higher than among those who had problems. Conversion rates among those satisfied with contacting the BOK are even more than 550% higher - see case study. Thanks to advanced capabilities of collecting contextual data (consultant id, case id, problem category, customer type, etc.) it is possible to fully monitor all channels of direct contact - livechat, email and phone.

With our solutions you will find the answer to the following questions: Is it easy to find the contact to the BOK? Did the consultant provide sufficient assistance? Which consultants are rated the best and which the worst? What scopes of information should consultants complete? How do users whose problem was solved behave, and how do those who did not find answers to their questions?

A set of research tools that allow to carry out continuous research, verification and A/B testing at key points of contact with the brand, both online (website, mobile application) and offline (travel agency, trip).

• Surveys of any process - registration, purchase process (including learning the reasons for abandonment of the purchase process), complaint processes, BOK service quality, traditional point of sale experience.
• Research and research distribution mechanisms tailored to study sensitive areas such as search engine, offer pages, BOK contact (including livechat, email and phone).
• Omnichannel approach - ROPO effect, revROPO, mutual influence of channels on each other, geolocation, building respondent profile between channels.
• Analyses of the impact of emotions and experiences on business metrics - sales, registrations, revisits - before and after completing the survey over a long time horizon
• Any integrations - CRM/ERP, analytics tools (Google Analytics, Adobe Analytics), inter-survey analysis, multivariate analysis, path and conversion analysis.