Discover what’s driving (or flying) customer contact

Travel Industry

Stop losing bookings over missed customer frustrations. Use EdgeTier’s real-time insights to spot and solve issues quickly for smoother journeys and happier travellers.

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  • “We now have a window of visibility into customer conversations which allows us to quickly spot potential issues and resolve them immediately, rather than wait for a message to arrive at an agent.”

    Tracy Kenedy - Ryanair

    Tracey Kennedy, Director of Customer Service, Ryanair

Trusted by Travel Brands Worldwide

EdgeTier for Travel Brands

Ensure exceptional customer experiences from booking and beyond.

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Real-time issue detection

Stay a mile ahead with 100% monitoring of all customer interactions. Get instant alerts to emerging issues, like delayed flights or booking errors, before they escalate, protecting your reputation and ensuring customer trust.

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Actionable feedback

From booking to excursions, uncover the root causes behind traveller frustrations across the entire journey. Empower your support team with actionable insights to enhance every travel experience.

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Targeting agent coaching

Elevate your team’s performance with auto agent QA that pinpoints training needs. Analyse 100% of interactions and find the ones that need reviewed, saving time and helping agents boost customer satisfaction.

5 ways EdgeTier improves CSAT for travel brands

Hassle-free consolidated view of customer interactions

How much time does your team lose chasing fragmented feedback across multiple systems? We automatically pull data from multiple interaction types and sources, analyse it, and accurately tag it for efficient and insightful reporting. Get the full picture of your customer experience in a single platform.

Spot customer issues in real time to safeguard your bottom line

Dread the thought of the next travel disruption impacting your customers? When issues arise – like hotel overbookings or tour cancellations, EdgeTier quickly alerts you with a comprehensive view of what travellers are saying and who is affected. Proactively address concerns to protect your reputation, enhance customer retention, and prevent revenue loss.

Uncover the real reasons behind customer dissatisfaction

Flight delays? Booking errors? Bad tour guides? Agent labelling errors can make it impossible to get to the truth behind poor ratings and decreased loyalty. Whether it’s a travel partner, hotel, or destination, our AI-driven conversation analysis examines trends and patterns in traveller sentiment, pinpointing the root cause of customer dissatisfaction.

Fly ahead of high-risk issues to protect your brand image

Sleepless nights worried about regulatory fines, flight disturbances, or mishandled scenarios going viral on social media? Don’t leave it to agents to accurately identify and escalate critical conversations. We eliminate the guesswork by reviewing all interactions and tagging high-priority ones, empowering you to proactively safeguard your brand’s integrity.

Actively monitor agent empathy and provide targeted coaching

Which agent is causing the most customer frustration? EdgeTier makes it easy to find out. Get full visibility into agent and customer sentiment with automated QA. A fully customised agent reviews process that identifies where and what targeted coaching is needed, ensuring your team consistently delivers an exceptional experience for every traveller.

Key Features

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Capterra rating 4.9

G2 ratings 4.5

EdgeTier for the Travel Industry

  • Before EdgeTier

    • Missing costly traveller issues due to vague or inaccurate manual categorisation.
    • Struggling to pinpoint the root causes of booking errors, flight disturbances, and traveller complaints.
    • Finding it difficult to provide clear feedback to partners and internal teams.
    • Wasting valuable time on manual QA with limited insights into agent conversations.

  • After EdgeTier

    • Succeed with proactive AI alerts that catch travel issues before your team even notices.
    • Effortlessly identify the root cause of customer frustration and resolve issues before they escalate.
    • Easily share actionable insights with your team and keep customers happy.
    • Leverage automated agent QA for targeted training, boosting customer satisfaction scores and increasing upselling opportunities.

We can integrate with almost anything.

EdgeTier can go live in 2 hours with zero IT time required. The product integrates with almost every major contact centre software provider.

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READY TO BEGIN?

Give us 30 minutes and we’ll show you how to detect emerging issues, gain 100% visibility into customer attitudes, and boost agent performance with targeted coaching.

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