Grow Revenues with Customer Insights that Increase Stickiness and Boost Bookings

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1 Kampyle for Travel Industry Grow Revenues with Customer Insights that Increase Stickiness and Boost Bookings Optimize performance and encourage return visits based on real-time, qualitative data

2 Key Benefits Optimize booking conversion rates Increase conversions by eliminating unknown issues Route insight immediately for quick correction Maximize conversions with instant redirect Increase average booking value Generate leads and retarget prospects Improve customer loyalty Industry Trends and Challenges Online travel agencies (OTAs), brandname hotel and airline sites, and travel metasearch sites are in a pitched battle for bookings. Brand-name sites enjoy name recognition and leverage loyalty programs to attract travelers, while low-cost travel metasearch results are cutting into OTA bookings. They are all in the same boat, however, when it comes to increasing online conversions. Consumers are baffled by complex multi-stage booking processes and overwhelmed by the number of options to review and compare. They lack confidence that they are getting a good deal and abandon checkout when faced with high payment totals. At any stage in the booking process, lack of information, unclear instructions or technical problems can lead visitors to turn to another site. Consumers typically check three or more sites to compare prices and information before completing a booking. Frequently, they comparison shop over a period of days, and neglect to return to the first sites they checked. Both tourists and business travelers increasingly access travel sites from mobile devices, and abandon sites quickly if they can t easily find what they want. 2

3 Kampyle Solution for Travel Kampyle helps travel industry enterprises improve their online results by enabling them to better understand and meet travelers needs. By putting the consumer at the center of everything you do, we enable you to optimize lengthy booking processes to meet traveler needs and to build loyalty by effectively streamlining service. Kampyle empowers you to increase booking rates and average booking values by identifying and eliminating obstacles and tightly aligning offerings with customer preferences. Keep hardwon customers coming back by delivering We have seen conversion and bounce rates improve considerably since the start of the year. Integrated with our other optimization solutions, Kampyle has been an essential part of this progress. Kampyle adds a real-time, crowd source layer into our quality control - this has been very effective in uncovering issues that may have otherwise gone undetected. Digital Marketing Manager at one of the largest hotel search engines 3

4 a consistently satisfying and frictionless experience across channels, backed by regular assessment of customer satisfaction and insight into the customer experience. Improve service quickly at the very first sign of trouble, based on realtime data direct from the consumer, so that you can reach your goals sooner. Optimize Booking Conversion Rates Increase site stickiness and reduce booking complexity to keep visitors on your site and moving toward conversion. Optimize conversions based on qualitative feedback that adds depth and insight to analytics data, and takes the guesswork out of A/B testing. Segment visitors based on feedback and layer with geographic and demographic data to design effective insight-based targeted campaigns. Increase Conversions by Eliminating Unknown Issues With the millions of constantly changing data points and unlimited combinations of destinations, flights, lodgings and ground travel, OTA and metasearch travel sites inevitably experience usability issues and malfunctions. Kampyle actively engages visitors at critical business moments to uncover information gaps, site malfunctions and usability issues that impact bookings. Find out why visitors abandon their booking process by inviting real-time feedback about why they are abandoning. Unlike surveys and other feedback systems, which help you understand processes with known areas of friction, Kampyle also uncovers unknown unknowns. Kampyle lets visitors tell you just what happened so you can fix it quickly and completely. Route Insight Immediately for Quick Correction Kampyle intelligently routes relevant feedback to appropriate internal teams for immediate follow up with corrections to the site. The complex nature of travel bookings makes feedback routing especially critical, since even small issues can lead customers to abandon at many points in the conversion process. The sooner the issues are identified, described and brought to the attention of decision makers, the sooner they can be fully resolved. Maximize Conversions with Instant Redirect Kampyle detects when visitors abandon a booking and takes action to encourage them to complete it. Based on the specific feedback received, visitors can be redirected to additional information on the site, to a two-way dialog via chat, or to a voice call with a sales agent, as appropriate. Through immediate action, abandoned bookings can be converted into successfully closed business. 4

5 Increase Average Booking Value Increase average booking value by identifying upsell and cross-sell opportunities for hotels, insurance and other travel services. Accelerate testing of offer strategies such as complementary services and upgrades to optimize ROI. Generate Leads and Retarget Prospects Convert customers abandoning their booking back into leads. Immediately redirect them to a chat or sales agent to turn deals that might otherwise have been lost into closed bookings. Invite visitors who do not want to speak to an agent to leave their details. Enter their information into a CRM, along with captured booking details, for later follow-up via telephone or , with special promotions to entice them to return to the sales funnel. Maximize Customer Loyalty Kampyle helps improve returning customer rates by continuously measuring and improving customer satisfaction across all channels and providing insight into what drives those metrics. Track customer effort and determine its impact on loyalty. Identify key points of effort and understand how to improve them. Encourage open-ended feedback to pinpoint problematic areas and act on them, fast. About Kampyle Kampyle customer experience management (CEM) solutions help enterprises strengthen bottom-line results by placing the customer at the very heart of all business activity. Data-driven Kampyle solutions allow stakeholders to understand their customers, engage them effectively, and act in real time to optimize customer acquisition and retention, and business performance. Kampyle has enabled over 65,000 companies in 192 countries worldwide to engage with hundreds of millions of customers in over 60 languages. 5

6 KAMPYLE ( ) Copyright Kampyle Ltd All rights reserved. This presentation is confidential and remains the property of Kampyle Feedback and Customer Engagement Solutions. Unauthorized use, copying distrbution or disclosureof the included information is strictly prohibited Rev-1

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