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Role of IVR in Travel & Hospitality

   May 15th, 2023
These days, contemporary hotels need a strong IVR phone system to efficiently service their clients. The travel & hospitality business rely on client input, and an IVR system may assist improve customer feedback. When the call flow becomes streamlined, and guests are sent to the appropriate department, customer satisfaction enhances immediately the first time.

As governments across the globe begin to welcome back visitors, it is crucial to have a current global communication network that can grow as an organization offers to flourish.

As per McKinsey & Company, a travel surge is on the cards, and a new age of travel may be upon us. In a recent research, McKinsey estimates routes for how travel will eventually return. Still, they advise that “organisations that do not prepare for the incoming stream of travellers risk losing out on key possibilities to recoup expenditures invested at the height of the epidemic.”

What is Interactive Voice Response System (IVR)?

IVR, is a function that helps to automate an organizations phone system; it guides the callers to a range of helpful information by proactively acquiring caller information through menu selections, mobile keypad inputs, or voice response.

If correctly set, IVR software will enhance the customer experience by enabling them to readily acquire answers to transportation and reservation concerns. 

  • Reservations may be made, altered, or withdrawn
  • Modify payment details
  • Modify accommodation preferences
  • Providing Feedbacks
  • Call customer care, among other things


The benefit of IVR is that it can be personalized as according the customer demands, ensuring their enquiries are addressed with precise communication program that the team builds, manages, and updates through an interactive web portal.

Advantages of IVR system In Tourism & Hospitality

IVR systems provide many advantages for the hotel and travel business. A Comprehensive cloud-based IVR system may reduce the team’s time, lower total running cost, and leads to greater customer satisfaction ratings.

24/7 Availability

An IVR’s major duty is to receive customer calls and deliver answers to their enquiries. For example, whether a customer or a client wants to know if a hotel in Shimla will be open late in the evening or if the hotel provides specific services, all they need to do is contact the hotel, and the pre-programmed IVR would provide the information. Because the IVR is computerized and no human operator is designated to respond to the call, it is accessible 24 hours each day, 7 days a week.

Enhance Customer Care

Based on a recent McKinsey poll, 71% of consumers expect firms to deliver individualized, personalised experiences.

Creating customised introductory messages and menus for the IVR system is one technique to add customization into the strategy to enhance unified communications customer experience (CX) metrics. This will aid an organization in developing and providing a personalized experience for their callers.

Personalization is more crucial than ever with COVID-19 and the development in digital activities setting the bar. According to McKinsey, “customization boosts performance and enhances customer results. Companies that develop faster create 40% more money via customization than slower-growing competitors.”

Resource Centre

Customers’ often asked inquiries may be encoded into the IVR. It may give details about the amenities provided, details about the various plans, booking rooms, and payment. The IVR is generally configured with a profusion of possibilities from which customers may pick depending on their requirements. If the IVR fails to answer the client’s inquiries, the call may be passed to a human representative who can better aid the customer.

Use IVR Monitoring to Deliver a 5-Star Customer Experience

Organizations wish to investigate how the callers engage with the conversation flows and menus

With the most current reporting tools, an organization can quickly check the call triggers that get the most activity, find probable cycles in the IVR, and locate the spots where the biggest call abandonment rates occur. The IVR reporting dashboard is crucial to evaluating how the process is performing for company’s growth and making sure that the tourism and hospitality calls contact the proper person the first time.

An organization may be compromising on their customer experience if they don’t have IVR in place. A thorough view of the IVR system may assist with conversation strategy improvement and deliver a better customer satisfaction to anyone who contacts the organisation customer service.

Vast Variety of Services

With the IVR contact centre technology, resorts may now deliver a range of services to their customers. The visitor is not required to contact the front counter and wait for an agent to help them; alternatively, they may call the hotel’s contact and choose selections such as Do-not disturb, Concierge services, or reserving the gym space. If the visitor is displeased with the service and desires to make a complaint, he may do so through the IVR. Guests may even plan remember waking calls or organize for conveyance back to the airport by using IVR, which can accomplish all of these and more.

Make your Business Interactive with Pinnacle IVR

GLOBAL COMMUNICATION PARTNER FOR ENTERPRISES

Pinnacle Teleservices Pvt. Ltd. is a leading Cellular IT solutions company established in 2003 and awarded as ISO 9001: 2008 and ISO/ IEC 27001: 2005 Certified Company, travelled a long path with an unbelievable velocity.

Reach your customers in any part of the world in the language of their choice and a voice that speaks your brand’s identity. Our cost-efficient IVR solutions promise to deliver a high ROI.

Increase the chances of getting more calls and improve your sales by 30%. Get real-time reports and statistics about all the calls received and missed calls to monitor your customer support representatives.

Why choose Pinnacle IVR Solution?

  • Maximum reach with multi-lingual campaign
  • Auto redial-multiple retry mechanism for an unanswered call
  • Missed call and IVR solution enables lead creation and consent gathering
  • Voice recording feature provides a rich and expressive connection with your users
  • With our IVR and Toll-Free solutions, you can provide phone support 24×7
  • Reliable and fast APIs ensure mass voice calling from your system
  • Less consumer spending with a higher return on investment
  • Automate your calling handling with the call forwarding feature
  • Reduce your operational costs by minimizing your telephonic architecture and manual intervention
  1. Talk to us about your business requirements
  2. Get strategic and creative advice 
  3. Discuss custom technical solution
  4. Contact us

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