|Excuse Me, Are You Real or Not? Travel Agents, OTAs and the Human Touch....|
By Yeoh Siew Hoon
Monday, 19th May 2014
Traditional travel agents have always claimed that their one advantage over online players is their level of customer service – that the human touch is still critical to travel transactions.
That is true of course as long as that “human touch” is well trained and knowledgeable but I think that gap is narrowing more and more.
As technology advances, online companies have become better and better at customer service, whether it’s holding your hand through a transaction or getting a refund for your product or answering your questions.
Recently, I decided to subscribe to the Strong VPN service on the recommendation of a friend. I went to their website and within seconds of me clicking in, a customer service window opened and someone named Alex asked if he could help.
I said I was thinking of subscribing and he asked what did I want to do. I liked that he didn’t immediately offer me a list of packages but instead asked what was my reason for subscribing.
I told him I wanted to stream movies and he immediately proposed a package. He told me their customer service was on 24x7 and if I ever needed anything, all I had to do was ask.
After the transaction – yes, I bought the package – it got me wondering was Alex a real person or was he a robotic help desk programmed to handle basic enquiries and if that got too complicated, then a human would take over?
On my second visit to VPN, the customer service was equally impressive. This time, I had more complicated questions and Kristine, the agent, was very patient with me and soon, she and I started having a chat about the challenges of technology – how nothing is never as easy as it sounds.
And she left me a smiley at the end of our chat, and again
Read the full story HERE