How to Get Top-Notch Customer Service for Your Traveling Employees

When it comes to business travel, your employees deserve more than just a booking system - they need a trusted partner that’s got their back every step of the way. 

Travel management systems are essential for organizing trips, but what really sets them apart is the level of customer support they provide. Imagine having personalized, real-time assistance from someone who speaks your language and knows exactly what you need, right when you need it. That’s the kind of service that makes all the difference, ensuring your team stays productive and stress-free on the road.

We compiled a list of the most essential questions to ask, to make sure your travel support needs are covered.

Key questions to ask about customer service

• How many customer support hubs does the travel management company have worldwide? Having multiple customer support hubs globally ensures that your employees can receive assistance no matter where they are. Having global support also means there are local teams with the expertise to address specific regional challenges and provide relevant advice.

• What languages are covered? Multi-language support is crucial in ensuring that your employees can communicate clearly and effectively, especially in high-stress situations. When customer service is available in the traveler’s native language, it reduces misunderstandings and ensures they receive the best possible assistance.

• Is there an out-of-hours service? Travel doesn’t always happen during business hours, so it’s essential that your travel management company offers 24/7 support. This ensures that help is available whenever your employees need it, whether it’s late at night, during weekends, or across different time zones.

• Is customer support outsourced to call centers? Outsourced call centers often lack the personalized touch and deep understanding of your travelers’ needs. When support is handled in-house, you’re more likely to get direct access to human agents who are familiar with your company and can offer personalized assistance. This also means that the service quality remains consistent and tailored to your specific requirements. 

   

Self-Service Changes and Cancellations

We know that self-service isn't typically considered part of "customer service, but hear us out. Sometimes the best customer service you can give travelers and travel managers is creating a platform that is easy to navigate without needing an expert on the phone - especially when you're on the go or in a time crunch. 

Dealing with travel disruptions like flight delays or cancellations can make business travelers feel helpless. Waiting on the phone or in airport lines for help only adds to the frustration, especially when your Travel Management Company (TMC) is supposed to streamline the process.

How we do it:
With Goodwings' modern Travel-as-a-Service Platform, travelers have all the tools they need to easily manage their trips. Through our mobile app and Online Booking Tool, you can independently adjust or cancel any part of your itinerary. This way, you can reduce stress and stay in control no matter where you are.

When we onboard your team on our platform, we'll show you everything you need to know - from booking flights, hotels and trains to booking cars, seeing your full itinerary, making changes, and booking for other travelers. Learning to navigate the platform and make online amendments will not only give you and your travelers more freedom before and during trips, but can save you some $$$ by avoiding offline fees.