Within the travel, tourism, entertainment and hospitality sectors, customer service is king. Repeat business, referrals, recommendations and reviews are all negatively impacted by sub-optimal customer experience. And one of the best ways to ensure great customer rapport is through excellent communication with your customers! Whether it involves confirmation of bookings and itineraries, or resolution of issues and difficulties, the commonest form of communication is via email. That means ensuring every inquiry gets a timely response. It means ensuring continuity in communications. It means effective escalation where appropriate.
All of these things need superlative workflow optimization, performance reporting and more.