This report analyzes the customer service landscape and highlights tech providers within the space.
Trip inquiries and cancellation requests have skyrocketed during the pandemic due to sudden travel restrictions and safety concerns, leading to record wait times.
The pandemic is also changing the types of customer service interactions travelers want. 78% of travelers mentioned contactless technologies as being one of the top 3 factors influencing their choice of hotel, while 40% of them declared the same about their choice of airline, according to a recent survey by Publicis Sapient. To reassure and attract would-be travelers, enhanced contactless options look set to be a service differentiator heading into 2021.
Hundreds of companies are developing technology solutions ranging from touchless kiosks to AI-enabled chatbots to help hotels, airlines, and other travel players improve customer safety, answer questions faster, and increase sales and satisfaction.
In the Market Map below, we used the CB Insights tech market intelligence platform to identify 150+ companies across 13 categories representing key trends in customer service technologies for the travel industry. More specifically, we look at customer service before, during, and after personal and business trips.
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