Contact Center for Transportation
Faster response times, increased cost effectiveness and improved customer service
Customer service expectations are growing across the transportation sector. Operators need to be able to provide accessible, accurate and timely information to their customers when they need it. Achieving the level of service that’s increasingly expected can be a costly exercise, particularly for smaller operators. Transportation companies need to ensure that they have an effective communication system in place that’s not only flexible but also cost-effective.
A contact center solution squares the circle. It ensures that customers have access to the information they need, whenever they need it. It serves as a centralized location for customers to receive information and support, resulting in improved customer satisfaction and growing passenger numbers. Also support improved customer service, increased accessibility, better data collection, reduced workload for staff, multilingual services, faster response times, consistent messaging, improved emergency response, cost-effectiveness, and improved brand reputation.
A contact center can deliver information-reliant to operations such as airlines, logistics companies, railways, cruise and ferry operators.
Airlines operate in a dynamic environment where numerous factors can impact scheduled flights. Ensuring customers have access to up-to-date information is key to customer satisfaction and a smooth running operation.
Cruise passengers expect high levels of customer service from their operators. Ferry services can be impacted by a range of factors such as sea conditions and the weather. Ensuring that passengers can access up-to-date information as and when required can be challenging. A contact center can provide a cost-effective, highly accessible way for customers to access service information and have their questions answered.
Railways operate in a complex, fast-paced environment where various factors can impact scheduled services. Customers need to be able to access up-to-date information about services, access timetables, and find out the travel information they need, often when they’re on the move. Providing customers with up-to-date information is crucial to ensure customer satisfaction and a seamless operation.
The logistics sector is increasingly competitive, with operators looking for ways in which they can provide a more responsive service while keeping costs under control. A contact center empowers customers to find the information they need, improves communications and supports effective problem-solving.
ENHANCE CUSTOMER SERVICE & GROW PASSENGER NUMBERS
Transportation agencies need to be able to meet the growing expectations of customers when it comes to customer service. To do so they need the right tools at their disposal. Contact centers act as a centralized location for customers to receive information and support, leading to improved customer experience, safety, and satisfaction. They put your passengers in control, increase trust and help you grow passenger numbers.
Built on IBM’s industry-leading global cloud infrastructure, with resiliency, redundancy and flexibility, so that you can serve your customers with confidence
GDPR compliant; aligned to ISO 27001/2 and Cloud Security Alliance (CSA) requirements
Capture the Voice of the Customer, across every touchpoint in the customer journey, and understand what the issues are, and why
See what you’ve been hearing. Leverage video to enhance the customer/agent experience, provide detailed visual instructions or to demo capabilities
Provide customers with the information they want, when they want it, how they want it, with the option to engage with a live agent if and when they choose to
Adaptability and Scalability
Flex agent numbers to meet seasonal needs, reallocate across campaigns as required, handle inbound, outbound and blended needs with ease, add remote agents when and where required
Business Intelligence to Optimize Service
Intuitive visual dashboards provide key information at a glance with drag-and-drop flexibility to create personalized ad hoc reports
Artificial Intelligence Accelerate Innovation via API-Driven, Open-Standards
Unlimited integration of third-party applications, with any PBX, Unified Communications or UC as a Service platform, and use single or multiple telephony infrastructure providers