Customer service is paramount to the guest experience for most travel and hospitality companies. Plans are often changed last minute, or disrupted, and call centers are too often ill-equipped to respond.
Instead of working with legacy providers or being constrained by company resources, businesses can leverage the same technology that handles customer service for Amazon.com — the largest e-commerce platform on earth. This enables companies to provide a modern customer service experience with one view of the customer that can anticipate needs and resolve issues efficiently. Amazon Connect, AWS' cloud-based contact center service makes it easy for any business to deliver enhanced customer service at a significantly lower cost. With Amazon Lex, companies can create chatbots with ease, reducing cost and load on their service center.
Subway Franchise World Headquarters, LLC
The SUBWAY® brand is the world's largest submarine sandwich chain with more than 40,000 locations around the world. They have become the leading choice for people seeking quick, nutritious meal options that the whole family can enjoy.
“Setting up Amazon Connect was straight forward and seamless, enabling us to be operational within a couple of hours. The ability to offer our franchise customers a callback instead of waiting on the phone has improved their experience resulting in a dramatic increase in our customer satisfaction (CSAT) score. Using Amazon Connect, we will be able to decrease costs and realize significant time savings in how quickly we can process the customer calls.”
Neville Hamilton, VP Strategy, North America - Subway
RedAwning is the world’s largest branded network of vacation rental properties offering 24/7 guest and property manager support services. With over 100,000 unique rental properties in over 10,000 destinations, RedAwning is the leading supplier of vacation rentals to every major online booking website.
“RedAwning serves tens of thousands of vacation rental guests each month. With Amazon Connect and Amazon Lex, we are able to serve our guests more quickly, while also improving efficiency for RedAwning. Using Amazon Lex, we built Scarlett, a virtual assistant that can access our reservation database using AWS Lambda. Through Amazon Connect with Amazon Lex, Scarlett answers calls, engages naturally with guests, and then quickly matches them with their reservations. Scarlett can resolve the issues guests most frequently call about without the need to interact with a human agent, which allows us to easily scale our operations to match our rapidly growing customer base. Using this Amazon Lex integration with Amazon Connect, we no longer have expensive per agent license costs, nor the complexity of having to manage telephony, providing us with 10 times the functionality at 1/10th the cost.”
Tim Choate, Founder and CEO - RedAwning