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Cynergy BPO — Why 24/7 Omnichannel Support Is Non-Negotiable

The travel industry, with its boundless reach and global clientele, demands consistent, dynamic, and swift support. India, with its burgeoning IT sector and a strong legacy in outsourcing, has become a magnet for international travel firms seeking quality support. At the forefront of this trend is Cynergy BPO, a leading outsourcing advisory firm, which seamlessly connects these companies to top-tier omnichannel support providers in India.

John Maczynski, CEO of Cynergy BPO, with decades of experience collaborating with high-growth startups, leading mid-market enterprises, and Fortune 500 corporations, emphasises the essence of constant support. He states, “In a volatile travel sector, be it a hotel reservation glitch in Rome at sunrise or a flight query for Sydney at dusk, seamless, adaptive, and multilingual support isn’t a luxury; it’s an absolute necessity.”

Omnichannel support, merging voice, email, chat, and social media avenues, ensures that travel businesses maintain holistic communication pathways. Modern travellers are diverse in their communication preferences. They might initiate a conversation on a chatbot, progress it over an email, and culminate it through a direct call. Facilitating such smooth transitions across channels undeniably uplifts the customer experience, thus fostering stronger brand allegiance.

India’s advantage isn’t merely in numbers or cost-effectiveness but in the quality and cultural versatility of its workforce. English-proficient, technically adept, and with a natural flair for hospitality, Indian professionals ensure a blend of efficient and empathetic support.

Given the unpredictable nature of travel, encompassing disruptions like climatic upheavals, political unrest, or health crises, 24/7 support is essential for real-time problem-solving, reducing traveller anxiety. Beyond convenience, it’s about establishing and maintaining trust, a cornerstone in the travel sector.

Ralf Ellspermann, CSO of Cynergy BPO, says, “In today’s instant gratification era, travellers expect real-time responses. A slight delay can mean missed business. India’s dedication to 24/7 service excellence bridges this expectation-reality gap impressively.”

The cost efficiency of travel outsourcing to India allows firms of all scales to access superior services without draining their finances. This judicious saving can be redirected to innovative core offerings, like introducing avant-garde travel packages, incorporating technological advancements, or exploring fresh markets.

Furthermore, data security and privacy are paramount in this digital age. Indian service providers are meticulous about these aspects, adhering to global standards and leveraging advanced cyber security measures. The safeguarding of traveller data is not just a regulatory requirement but a commitment to upholding trust.

Extending beyond these tangible benefits, India’s rich cultural tapestry and history of hospitality further ensure a deeper understanding of the global traveller’s psyche. This inherent trait allows for proactive solutions and customised offerings, making the travel experience even more enriching.

Today’s complex landscape of the travel outsourcing sector, interwoven with diverse customer expectations, operational intricacies, and dynamic market shifts, necessitates a robust and agile support framework. With Cynergy BPO paving the path to outsourcing and India’s unmatched prowess, global travel businesses are well-poised to achieve unparalleled success, all while ensuring their customers embark on hassle-free voyages.

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