India, May 6th 2024: Travelers seeking a seamless journey are increasingly frustrated by unresponsive customer support, according to a new survey by Kapture CX, a leading provider of Gen AI-powered customer experience management solutions. The survey, which polled travel enthusiasts, found that a staggering 40% identified unresponsive customer support as their biggest travel pain point.
“Travel should be a time of exploration and connection, but slow and unsatisfactory customer support can quickly derail the entire experience,” said Gaurav Juneja, Chief Revenue Officer of Kapture CX. “Our survey underscores the critical need for the travel industry to prioritize customer support and embrace innovative solutions to address traveler frustrations.”
Key Findings:
- 40% of travelers cite unresponsive customer support as their biggest frustration. This highlights the need for the travel industry to invest in robust and responsive support channels.
- Hidden charges are another major pain point, with 35% of travelers reporting dissatisfaction. Unforeseen fees can significantly disrupt travel plans and damage a company’s reputation.
- Booking complications add to traveler woes, with 14% reporting challenges. Unclear pricing, technical glitches, and a lack of transparency can create a confusing booking experience.
- Travelers crave self-service options. 10% of respondents expressed a desire for more self-serve solutions, such as AI-powered chatbots, to resolve simple issues quickly and efficiently.
The Path to a Frictionless Travel Experience
The Kapture CX survey underscores the importance of prioritizing customer experience in the travel industry. By embracing AI-powered solutions and integrating customer feedback, travel companies can revolutionize customer support and create a smoother, more enjoyable travel journey for all.
About Kapture CX
Kapture is an enterprise-grade AI powered Omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
