Five ways Chat improves your travellers’ experiences

Posted: 16 November 2020
Egencia Chat Traveler Support

See how Egencia delivers expert support resources to your travellers

by Diana Hoffman, Director of Product Marketing, Egencia

Last year when Expedia Group rolled out chat to leisure travellers, we discovered something incredibly important: travellers loved it. They felt more supported with easier access to the information they needed at their fingertips - on their terms. No surprise, we think business travellers are no different, they want the same ease of use and fast, expert customer experience they have come to expect as consumers. Let’s see how Egencia Chat delivers.

  1. How does Egencia Chat speed up resolution of my corporate travellers’ support needs?

Patience is a virtue, or so it’s said. But sometimes, patience isn’t easily tapped into when the only thing you want is a quick answer. Egencia Chat is AI-powered customer service with a human touch. The virtual travel agent is programmed to give a business traveller personalised answers within nanoseconds. It’s also 24/7/365 self-service connection to current, past, and cancelled bookings, empowering the traveller to make changes in seconds. No phone call required.

  1. Chatbots are great, but sometimes we all need real human support. What to do?

You’re right, virtual agent chat is great. And we know support needs sometimes go beyond the bot, chatbot that is. Unexpected flight delays requiring last minute rebooking? No problem. Travellers have the option to transfer their virtual agent chat to a live chat with an Egencia business travel consultant. This direct, immediate access to our customer care teams is available when you have more complex travel support needs.

  1. Will Egencia Chat impact my travel programme costs?

Everyone likes to save money. Especially a travel manager who has a responsible focus on the company bottom line. The Egencia Chat experience includes virtual agent chat, available for free. Giving your business travellers the option to self-service their trips without human intervention can reduce your programme fees. Just as great: fast, effective and engaged responses to customer service requests help increase your travellers’ satisfaction with your travel programme.

  1. My travellers need fast access to advisory and alert information. How does Chat help them stay informed?

Traveling is much easier – and travellers feel more confident –

with the information needed to make informed travel choices. Egencia Chat displays proactive virtual agent notifications of trip-related travel advisories, including health and hygiene standards information from hotels. The virtual agent can help your travellers plan for their business trips while also increasing their confidence in their travel plans.

  1. I have travellers who are new to my business travel programme. Can Chat help them learn how to book on Egencia more quickly?

Egencia’s familiar and frictionless experience across both desktop and mobile speeds bookings so your travellers can focus on their day job. Book hotels within four minutes, a flight, rental car or train within less than five minutes. When bookers need additional guidance, Chat delivers with efficient, seamless links to relevant Egencia Help Center travel tips and articles designed to assist them in their moment of need.

These benefits for your travellers and your travel programme are all delivered in the Egencia Chat experience, AI-powered customer support with a human touch.

Looking for better business travel solutions? Get in touch with us.