旅游进入暑期档,同程艺龙“管家式”服务保障用户出行

时间:2019-07-31 来源:www.saisaisai.com

为了迎接旅游市场的夏天,OTA正在行动中。

桐城一龙最近推出了为期两个月的夏季大战。门票,住宿,交通,公共等部门都增加了产品,服务和技术,以满足用户高度集中的旅行和旅行需求。其中,同一工艺的亿龙客户服务中心,作为用户在线前(游览) - 线路(游览)中线(游览)之后的“个人管家”,各种安保工作早已悄然开始。

最近,正在出差改变航班的江女士称赞同益一龙的客户服务工作。

6月10日晚,江女士计划从广州白云机场出发前往成都。由于天气原因,该航班被迫取消。由于办理登机手续,她无法退票。当她赶时间时,她接到了程一龙客户服务代理的电话。原来,同益一龙收到了公司的航班通知,并通过系统推送通知了客户。但江女士没有及时回复。 “女士。江的命令是联合命令。为了防止用户的整体旅程受到影响,我们安排了一位客服人员与她联系以协助处理航班变更和另一项可能受影响的联合订单,以确保她的下次旅行不受影响,它有也得到了用户的高度赞扬。“桐城益龙相关负责人。

据了解,桐城市亿龙客户服务中心联合业务部门推出了“免旅游”保障计划,该计划是免费保护服务产品的一站式撤销/提醒。该计划主要针对通过桐城亿龙预订机票+火车票和机票+酒店等交叉产品的乘客,一旦发生航班变更,桐城亿龙将免费退还酒店,汽车,火车等产品免费同行。

The summer report released by Tongcheng Yilong shows that by mid-July, the passenger traffic of major railway stations in major cities will increase significantly, in Beijing, Shanghai, Guangzhou, Shenzhen, Hangzhou, Suzhou, Tianjin, Zhengzhou, Wuhan, Changsha, Chengdu, The railway stations in Chongqing and Xi'an have the largest passenger traffic. The peak passenger flow of summer international flights is mainly concentrated in late July, and Shanghai, Beijing and Guangzhou will be the busiest three cities. At the same time, the strong summer travel demand also provided strong support for the accommodation market of major tourist cities, and the price of accommodation (average house prices) in related cities increased.

The huge passenger flow and diversified demands put forward higher requirements for the summer transportation guarantee work of various OTAs. For example, the high temperature and heavy rainfall in summer will increase significantly, which will greatly increase the risk of flight delays and even cancellations. If improper handling or related services can not keep up, people's travel experience will be greatly reduced.

In order to further explore user needs and focus on user experience, Tongcheng Yilong Customer Service Center announced a new strategic slogan “Let Service, WOW!” means to provide users with amazing services. Driven by the new strategic slogan, Tongcheng Yilong will combine different user consultation scenarios and develop different service modes according to the characteristics of each scene, so that users can enjoy more concise and efficient services. At the same time, in order to reduce the time before the user calls to calculate the transfer to the manual customer service, Tongcheng Yilong uses the intelligent IVR-intelligent routing distribution to optimize the IVR navigation and intelligent IVR, and at the same time carry out self-service scenario construction (ie multi-round dialogue), reducing Manual consultation volume. In addition, in order to further improve service efficiency, Tongcheng Yilong is also actively improving the user's contact rate, and actively trying to assist users through card-based services.

xx目前,同程艺龙正积极践行首问责任制、24h处理制、先行赔付制,致力于为用户打造从预订到行程结束各个环节一站式的服务体验。今年暑期,同程艺龙“行程无忧”计划将继续为广大用户提供服务保障,不仅如此,已经推出的“极速改期”、“灾备保障”、“贵就赔”等多项举措,也将在用户预订、出行的过程中提供服务。

而为方便暑期旅客便捷出行,同程艺龙联手南航推出了基于NDC 的在线选座服务,旅客在同程艺龙小程序或移动客户端成功购买国际机票后,可通过在线值机入口办理付费预约座位。此外,整个暑期,同程艺龙不仅会持续推出抽奖、分享砍价等“送福利”活动,还汇集了来自国内、国际主流航空公司的热门航线特价机票,供亲子等特定人群选择。

同程艺龙目前将智能化应用列入未来的战略发展主线之一,通过不断增大技术研发、AI投入比例,探索从OTA向ITA的转型,以“智能出行管家”持续为用户创造简单、快捷、智能的出行服务。2018年,通过直连自动执行的交易数量占合并机票订单约95%的比例,占合并住宿间夜约80%的比例。

xxxx