40% of travel enthusiasts find unresponsive customer support as most frustrating: Kapture CX report
The survey unveils that 40 per cent of travellers are intensely annoyed with unresponsive customer support during their travel. The travel industry is built on providing excellent customer support. However, slow and unsatisfactory support ruins the customers’ travel journey as well as an overall experience. As a result, rather than only focusing on managing bookings online, the industry players need to move out of their brick and mortar setups in the customer support journey and increase the bandwidth of their support team that requires interaction with customers.
The survey unveils that 40 per cent of travellers are intensely annoyed with unresponsive customer support during their travel. The travel industry is built on providing excellent customer support. However, slow and unsatisfactory support ruins the customers’ travel journey as well as an overall experience. As a result, rather than only focusing on managing bookings online, the industry players need to move out of their brick and mortar setups in the customer support journey and increase the bandwidth of their support team that requires interaction with customers.
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