Since the start of 2020, business travellers have been able to communicate more easily with agents at CWTwith the launch of a mailbox feature. This new feature - particularly useful for professionals on the move, sometimes in remote time slots - can be accessed via a variety of media: travellers can communicate in 24/7since their smartphonetheir computeror even a email application third party, if this has been authorised in advance by the company. The CWT mail was tested for almost a year with around twenty TMC customers, with a satisfaction rate of 90%. The vast majority of passengers (88%) felt that this new tool was less complex than e-mail or telephone.
CWT messaging advocates an approach hybridAs Niklas Andreen, CWT's Head of Traveller Experience, explains: " Travellers can make bookings, retrieve itineraries and resolve problems, anytime, anywhere at their convenience, whether in a noisy airport or at their desk. With our courier service, automation is combined with the service of our travel experts to offer a hybrid approach, delivering on our promise to be the world's leading B2B4E (Business-to-Business-For-Employees) platform. ". Eventually, a bot will be added to the CWT tool, which for the time being relies on technology to put two human interlocutors in touch: the passenger and an agent.
L'travel agency The business community is talking about the roll-out of this messaging system ". in phases, throughout 2020 for all CWT customers wishing to offer their passengers access to this practical service ". " We are always looking for innovative ways to enrich our customers' travel experience and to promote compliance with the travel programme. "says Kelly L. Kuhn, Chief Customer Officer at CWT. " The myCWT messaging system is easy to use, provides a rapid response when you need urgent changes and is offered in an intuitive format. It reflects the three fundamental promises of our brand: to simplify business travel, to create links to develop opportunities and to move forward together. "adds Kelly L. Kuhn.
