Industry: Hospitality | Service: Quality Assurance
In the highly competitive travel and lodging industry, Etech’s client was struggling to find that competitive edge to help them have a leg up on their competition. The company offers their customers the very best values at hotels and other types of lodging in major destinations worldwide. They lacked the knowledge needed to fix the business challenges they faced. Due to their rising cancellation rates and poor customer experience, the conversion rates were dwindling.
Within 3 months Etech increased the company’s conversion rate by 2% resulting $500,000 increase in incremental revenue. Etech ultimately increased the clients brand quality score by 8% within 5 months. The improvement in customer experience caused their cancellation rate to decrease by 3%.
By collecting data from thousands of the company’s customer interactions, the highly experienced Etech Insight Team could analyze what factors were contributing to the poor customer experience and low conversion rates. Etech pulled data from their voice and chat interactions, web reviews, and phone surveys to ensure all of the client mediums were being monitored.
In order to improve the brands quality score and customer experience, Etech gauged the customer’s sentiment while manually monitoring calls and assessing online customer review. The results of Etech’s sentiment analysis showed 67% of the interactions were policy & procedures related issues. This was the main driving negative customer sentiment. By conducting a drill down analysis Etech Insights experienced team was able to clearly identify the key policies and procedures that needed to be addressed. Etech provided client with direct insights and recommendations on how to move the customer’s ‘Negatives’ to ‘Positives’.
Etech was able to help this client discover details in their daily calls like their low close rate. This detail proved to have a huge outcome when client revised the content of their training program to ensure all reps attempted to create urgency or clearly stating they would be happy to assist the customer. The vast improvements in the critical parameters of closing a sale caused an increased conversion rate.
By doing a thorough analysis of client’s customer interactions Etech was able to fully understand what factors were hurting their sales. More importantly Etech discovered why these factors were an issue, and subsequently delivered direct insights on how to resolve it. When these methods were implemented, conversion rates increased consistently over three months.