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How can you handle customer inquiries on a mobile travel booking platform?

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As a travel and tourism professional, you know how important it is to provide excellent customer service and respond to inquiries quickly and effectively. But how can you do that when your customers are using a mobile travel booking platform, such as an app or a website, to plan and book their trips? In this article, we will share some tips and best practices on how to handle customer inquiries on a mobile travel booking platform, and how to improve your customer satisfaction and retention.

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Ravi Kumar

Senior Travel Consultant at AMEX GBT | MBA | Crafting Seamless Travel Experiences | Orophile Exploring New Heights
Jaana Chan

Senior Market Manager APAC @TheHotelsNetwork - #ConversionAndPersonalisation

1 Know your platform

The first step to handling customer inquiries on a mobile travel booking platform is to know your platform inside and out. You should be familiar with the features, functions, and limitations of the platform, and how to troubleshoot common issues and errors. You should also be aware of the policies, terms, and conditions of the platform, and how they affect your customers and your business. By knowing your platform, you can answer questions more confidently and accurately, and avoid confusion and frustration.

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Shanil Madushan

Corporate Travel Consultant | BCD Travel - Asia pacific
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To handle customer inquiries effectively on a mobile travel booking platform, thorough understanding of its features is crucial. Respond promptly via chat support, addressing booking, payment, and itinerary concerns. Troubleshoot technical issues efficiently and personalize interactions by addressing customers by name. Encourage self-service tool usage for independent issue resolution. Follow up to ensure satisfaction and gather feedback for continual improvement.

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Lankeshwar Bodra

Team Lead - TSO - SET
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Technologies are expanding leading to higher expectations from the customers. Chatbots are prevalent which can be used to filter out the concerns of the customers which may need an online or an offline support. Make a repository of the issues handle, birfurcate it to a refined category which cannot be miscontrued for any other case, and if not then make it bit generic or lead it to human support. Categories the issues into multiple facets so that the user have an idea that their inputs are leading them to right direction. Categorise the solution to chatbots, FAQs and chat support which can help you understand the customer and keep a repository to learn about the queries and use it

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Kuda Felicia Munjaidi, PhD, MIH

Founder | All2Africa | Championing African Tourism & Business Growth
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Agree, promptness in responding is key and above all customers require reassurance with privacy on the platform that is secure.

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2 Use the right tools

The second step to handling customer inquiries on a mobile travel booking platform is to use the right tools to communicate and assist your customers. Depending on the platform, you may have different options to reach out to your customers, such as chat, email, phone, or social media. You should choose the most appropriate and convenient tool for each situation, and follow the best practices for each channel. For example, you should use clear and concise language, avoid jargon and slang, and use emojis and gifs sparingly. You should also use tools that allow you to track and manage your inquiries, such as a CRM system or a ticketing system, and follow up with your customers regularly.

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3 Be responsive and empathetic

The third step to handling customer inquiries on a mobile travel booking platform is to be responsive and empathetic to your customers' needs and emotions. You should acknowledge their inquiries as soon as possible, and provide them with realistic and honest expectations about the resolution time and process. You should also listen to their concerns and complaints, and show them that you care and understand their situation. You should apologize for any inconvenience or disappointment, and offer them solutions or alternatives that meet their needs and preferences. You should also thank them for their patience and feedback, and ask them for their satisfaction and loyalty.

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Ravi Kumar

Senior Travel Consultant at AMEX GBT | MBA | Crafting Seamless Travel Experiences | Orophile Exploring New Heights
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Handle mobile travel inquiries with: ? Instant Responses: Use chatbots for 24/7 support ? Personalization: Tailor solutions based on user data. ? Efficiency: Streamline booking and issue resolution. ? Feedback Loop: Encourage and act on customer feedback.

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4 Provide value and incentives

The fourth step to handling customer inquiries on a mobile travel booking platform is to provide value and incentives to your customers, and encourage them to book or rebook with you. You should demonstrate your expertise and knowledge about the travel destinations, products, and services that you offer, and provide them with relevant and useful information and tips. You should also offer them discounts, rewards, or perks that make them feel special and appreciated, and that motivate them to make a purchase or a repeat purchase. You should also ask them for referrals, reviews, or testimonials, and reward them for their advocacy and support.

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Jaana Chan

Senior Market Manager APAC @TheHotelsNetwork - #ConversionAndPersonalisation
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- Using personalisation tools to prompt a form that is easy to submit - Reacting with Mobile exclusive offers - Trigger a message with CTA to call, whatsapp or email the hotel

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5 Collect and analyze feedback

The fifth step to handling customer inquiries on a mobile travel booking platform is to collect and analyze feedback from your customers, and use it to improve your platform and your service. You should ask your customers for their opinions and suggestions about the platform, the booking process, and the customer service, and use surveys, polls, or ratings to measure their satisfaction and loyalty. You should also monitor and respond to their comments and reviews on the platform, social media, or other channels, and address any issues or complaints promptly and professionally. You should also use data and analytics to identify the strengths and weaknesses of your platform and your service, and implement changes and enhancements accordingly.

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Jaana Chan

Senior Market Manager APAC @TheHotelsNetwork - #ConversionAndPersonalisation
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- Track your mobile vs desktop performance - Understanding each step of the funnel - Consider real time disparity tracking instead of a rate shopper especially when it comes to mobile conversions

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6 Learn and grow

The sixth and final step to handling customer inquiries on a mobile travel booking platform is to learn and grow from your experiences and interactions with your customers. You should always seek to improve your skills and knowledge about the platform, the travel industry, and the customer service. You should also be open to feedback and criticism, and learn from your mistakes and successes. You should also be flexible and adaptable to the changing needs and expectations of your customers, and the evolving trends and technologies of the travel market. By learning and growing, you can handle customer inquiries on a mobile travel booking platform more effectively and efficiently, and increase your customer satisfaction and retention.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jaana Chan

Senior Market Manager APAC @TheHotelsNetwork - #ConversionAndPersonalisation
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- Mobile exclusive offers - Geo target your users - Show offers based on search criteria like number of rooms, pax per room or lengths of stay

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How can you handle customer inquiries on a mobile travel booking platform?

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1 Know your platform

2 Use the right tools

3 Be responsive and empathetic

4 Provide value and incentives

5 Collect and analyze feedback

6 Learn and grow

7 Here’s what else to consider

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