COVID-19

and beyond

COVID-19 brought the travel industry’s momentum to a halt, derailing what had been a very healthy business before the pandemic hit. History shows that travel is among the world’s most resilient industries, and its next test is on the way.

Travel and

Hospitality

According to the Mobility Market Outlook, global revenue for the travel and tourism industry will be an estimated $447.4 billion in 2020. That’s a decrease of nearly 35%, and well below pre-virus forecasts of more than $700 billion.
The effects go beyond top-line revenue. The industry employs tens of thousands of people, and globally, the pandemic put at least 100 million jobs at risk.

Our

Solutions

The only thing that may be better than taking a trip is planning one, and customer service is a critical component of each situation. That is reflected across websites where consumers share the good and the bad whether the subject is airlines, hotels, cruise lines, or restaurants. If your customers are going to talk about you, make sure they’re saying good things.

We have a wealth of service-related experience in this industry:

  • We built an Internet portal for a travel firm and are now engaged in a web development project that integrates a front-end app to back-end data

  • We handled package deals for a client who reinvented the concept of ‘going on holiday’ for the British middle class

  • We managed the website and booking system for a firm which specialized in trips to a collection of villas on golf courses

  • A data aggregator for whom we provide web design and software development services

People love to travel and to experience new things. Make great service a part of their plans with GlowTouch as your partner.

Download the Industry Overview

Contact Center Outsourcing

travel outsourcing customer care
travel outsourcing technical support
travel outsourcing sales revenue generation
travel outsourcing welcome calls
travel outsourcing post sales verifications
travel outsourcing win-back
travel outsorcing retention

Business Process Outsourcing

Outsourcing content moderation
travel hospitality outsourcing Imaging
Travel bussines Data entry, mining, Management
travel bussiness document indexing and filing
travel bussiness fraud and security
travel outsourcing order fulfilment/logistics

Technology Outsourcing

Travel technology cloud marketplace integration
traveltechnology QA testing
Travel technology custom software developemnt
Travel technology mobile app development
Travel technology infra structure and NOC monitoring

Channels We

Support

Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

Travel and Hospitality chat support
Travel and Hospitality email support
Travel and Hospitality phone support
Travel and Hospitality SMS support
Travel and Hospitality social media support
GlowTouch has been providing personalized business outsourcing solutions since 2002. Our trusted performance and execution are underpinned by a highly-educated, loyal workforce, with innovative solutions crafted by award-winning leadership.
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PCI DSS
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Resources

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Press

Press

blog

Blog

Case Studies

Case Studies

White Papers

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Papers

Solution Overviews

Solution
Overviews

Infographics

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Locations

Louisville,
Kentucky

Glowtouch | Louisville, Kentucky

Dominican
Republic

Glowtouch | Dominican Republic

Mangalore,
India

Glowtouch | Mangalore, India

Bangalore,
India

Glowtouch | Bangalore, India

Mysore,
India

Glowtouch | Mysore, India

Philippines

Glowtouch | Philippines
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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

  • Chat is cost-effective for clients and convenient for customers
  • Pro-active chat engages users based on their behavior
  • Chat means immediacy with no automated menus to navigate

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

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Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

  • Sort and track responses, ideal for analysis
  • Equally effective when used onshore, offshore, or nearshore
  • Fits around the customer’s timetable

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

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Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

  • Set the tone with a warm first impression
  • Convey enthusiasm and build rapport
  • Actively engage callers and listen to the voice of the customer

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

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SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

  • Text, in-app messaging, and Facebook Messenger
  • Conversations are seamless and can continue indefinitely without losing context
  • SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

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Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

  • Engage with customers about support issues or general sentiment
  • Monitor your organization’s social channels to hear what is being said
  • Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Philippines

Our 28th floor perch over Pasig City district of Manila has initial space for 250-300 associates. The Philippines is a major BPO hub that is poised for continued growth. We draw from a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
LEARN MORE ABOUT OUR WORK-AT-HOME SOLUTIONS