Travel is coming back with a vengeance, which is both good and bad news for hospitality and tourism. The sheer ferocity of this post-pandemic return is one that many businesses are not prepared for, and this will ultimately impact the traveller’s experience. Workforce shortages and labour crunches from de-globalization have left travel agencies and tourist attractions shorthanded, making it more difficult to handle the throngs of crowds that will no doubt continue to pour in as borders continue to open up around the world.

Southeast Asia has welcomed over 580,000 international visitors between January and February 2022, a 102% increase from 2021.

Adding to the mayhem, this new era of tourism is shaping up to be a whole different ball game from what tourism businesses are accustomed to. Customers now expect the same VIP level of customization, customer service, and speed that they’ve received online from eCommerce, telehealth, and many other industries over the past two years. However, businesses are struggling to reach this same level of scale and service quality as headcounts are at an all-time low.

Many vacant positions today are the result  of major job slashes carried out during the pandemic. The Singapore restaurant industry, for example, is facing a labour shortage of 20-30%.

That’s why technology, in particular communication APIs, have entered the spotlight. Communication APIs can help short-handed businesses multiply the efforts of individual employees in many different ways. However, the important question is: Can the tourism industry digitise fast enough to address labour shortages before the flood of tourists arrives?

Tourists are willing to spend more for customised experiences

The battle for tourist attention actually starts before anyone even boards a plane. It’s been a hot minute since tourists have been able to enjoy a nice getaway, and research shows that they are willing to open their wallets for a good time—that is, if tourism companies can prove that it will be worth their while.

American travellers are expected to spend a whopping 29% more on the average trip in 2022 compared to 2019. Australian and Singaporean travellers are also forecasted to spend 16% and 7% more respectively.

With so many diverse offers available online, from Band of Brothers Tours in Normandy to surfing classes in Surfers Paradise, businesses not only have to provide customers with exactly what they are looking for, but they also must deliver these offers directly to them. For example, the hotel industry has seen a surge in demand for the following types of services that go beyond your traditional bed-and-breakfast:

  • Short term “staycations” and domestic corporate travel have spiked in popularity as flight cancellations, price hikes, tests, and isolation rules discourage risk-averse and budget-conscious travellers from venturing too far
  • Wellness vacation packages comprise activities, such as fitness sessions, spa treatments, and meditation, that specifically allow guests to unwind and mentally heal while away from their day jobs
  • Work-from-hotel arrangements allow office workers who want a couple of days away from any form of distraction to engage in deep work
  • Eco-friendly tourism sees 50% of travellers taking into account their carbon footprint when deciding on where to stay

The challenge is making sure that painstakingly crafted promotional materials do not get lost in the online shuffle.

Let’s explore how SMS, chat apps, and voice and video communications can allow your travel businesses to cater to diversifying customer demands while maintaining inclusivity and the human touch in your messaging.

Grab attention by sending personalised offers to your customers through a multi-channel platform

Hotels and other tourism-related businesses can significantly boost chances of customers noticing their offers by reaching out to them directly on their favourite chat apps. A multi-channel communication platform like 8x8 Connect makes this process quick and painless by allowing marketing teams to schedule and send out promotional offers on popular chat apps, such as WhatsApp, WeChat, Facebook Messenger, Kakaotalk, Viber, and Zalo. These promotional offers can be made more engaging through use of rich media content, such as videos and gifs.

To boost the chances of conversion before your customers get enticed by another offer, you can streamline the signup and booking process with file transfer and link support, so that customers don’t just abandon ship in frustration when they can’t find your website again.

50% of customers are expected to make direct bookings this year.

Add a human touch to assure customers that you’re the right choice

Some customers will require a little more convincing, and that’s where two-way, real-time conversations come into play. 8x8 Converse allows interested travellers to make queries directly via all compatible chat apps (enabled by 8x8’s Chat Apps API). The 8x8 Converse interface unifies all chat windows from the various platforms onto a single screen, thereby allowing you to continue conversations without skipping a beat—even when customers switch between apps.

Take that one step further by embedding video calls (what better way to interact with your customers face-to-face, digitally!). A one-to-one video call solution like 8x8’s Video Interaction API allows customer service teams to set up encrypted rooms that customers can enter via links without having to sign up for anything or download an app. This creates a private and exclusive environment, giving prospective customers the chance to interact with your staff members as if they were at your hotel lobby. Give customers a personalised tour of your premises, or work through the terms and conditions of their travel itinerary and packages on the spot.

Stay connected with an inclusive communication strategy for greater reach

WiFi is one of the main concerns that travellers have while abroad, especially since mobile phones have effectively become an extension of our bodies and personal compasses. While travellers can prepare themselves by signing up for local SIM cards and purchasing pocket WiFi, local infrastructure and internet reliability remains outside their control. And that’s why SMS is still important. This reliable communication channel lets you stay connected with more adventurous travellers via traditional telephone networks, even as they venture out into rural regions.

SMS combined with voice messaging comes in handy when reaching out to travellers with low literacy levels or visual disabilities. Enabled by text-to-speech technology and delivered through voice calls, voice messaging grants them access to the same booking services and time-sensitive messages, such as check-in timings and navigation instructions, that are enjoyed by other tourists. When voice is used in tandem with SMS, you can guarantee that everyone can have a worry-free holiday experience.

Learn more about how tech tools and diversified communication channels are making goods and services accessible to disadvantaged populations worldwide.

Give your teams the tools they need to offer service with a smile

Happy teams make happy customers. Which is why 8x8 ensures that our user interface is intuitive and secure enough to guarantee smooth daily operations throughout the day. But instead of taking our word for it, check out our entire list of third-party security compliance endorsements.

Or better yet, discover the difference by contacting us.