Manage the customer experience while gaining consumer insights with Astute Solutions

Customer care for the travel and hospitality landscape is evolving: Your customers are no longer content to simply call into a front desk or service counter. Instead, today's traveler wants to interact with you how and when they choose - Whether that be through a contact center, email, internet site, self-service portal, or mobile device. 

Astute Solutions' multi-channel Customer Care and Contact Center solutions are designed to enable better customer service across every touch point of the travel and hospitality industry:

• Capture Customer Feedback: Know if your guests are truly happy.
• Optimize Service Delivery: Create a clear path for customer interaction through your contact center, social media campaign or web site. .
• Improve Guest Recovery Processes: Identify bad guest experiences and empower your agents with the tools needed to resolve conflicts.

View our Travel & Hospitality Customer Care Guide to learn how we enable these experiences.

Seizing every opportunity to improve customer satisfaction and create raving fans

In the travel and hospitality industries, customer service presents continued opportunities to turn happy customers into raving fans. And Astute Solutions is here to help you seize every one of these opportunities, with Customer Care and Contact Center solutions that include:

• Contact Center Solutions: Using our ePowerCenter customer relationship management solution, your representatives have finger-tip access to a complete view of the customer. Without leaving the application, they can see their complete interaction history, contact information, preferences, loyalty information, and more.
• Social Media Management: Astute SRM continuously monitor millions of social media sites. You'll understand what's really on consumers' minds and what they care about. And with extensive workflow capabilities, our social media management solution determines how specific issues should be handled - when, by whom, and how quickly.
• Phone Self-Service: For phone-based self-service, we provide interactive voice response (IVR). Our IVR solution leverages information from your website and  customer loyalty databases to personalize interactions and ensure proper call handling and routing.
• Web Self-Service: Our RealDialog self-service solution enables consumers to interact with your organization on the Web, 24X7. It provides instant, online access to information and answers.
• Real-Time Issue Resolution: A customer complaint can be captured at the contact center as a recording and routed in real-time to the appropriate manager or representative. Hotel, guest services and other supervisors receive an email or phone alert from the contact center notifying them of a customer issue that originated at their location.
• Capture Customer Feedback: Our contact center solutions provide valuable insights from all of your customer service interactions that can help you improve your company’s marketing, sales, packaged promotions, and service development efforts.