Travelocity

Situation

As the leading provider of consumer-direct travel services, booking over $8B in travel services annually, and interacting with hundreds of thousands of customers every month, Travelocity makes it its business to be c ustomer focused. And through all of these interactions, whether via emails, survey responses, service notes, web forms and even online reviews, Travelocity amasses mountains of customer feedback, inquiries and content every day which contains important data about customer sentiment, issues and “cries for help” that are almost impossible to analyze and react to because it is unstructured and scattered.

Actions

In order to harness this valuable customer feedback and to use it to increase customer satisfaction and repurchase rates, Travelocity turned to Attensity Analyze to rapidly and efficient analyze the voice of the customer and to automatically take action.
Results

Using Attensity, Travelocity is able to get an early warning on customer “cries for help.” With this early warning, Attensity automatically drives action – by driving direct interaction that enables Travelocity to solve the customer’s issue, driving their satisfaction. Travelocity also uses Attensity Analyze for analysis and understanding of NPS “detractor” and “promoter” issues and requirements, for early identification of website errors and performance issues and hotel content inaccuracies, for the analysis of customer sentiment, and described issues on internal and external info (blogs, web forums,) analysis for partners and to provide supplier score-cards that help improve partner and ultimately customer relationships.

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