Meeting the pace of on-demand travel companies with fast and customized customer support outsourcing

    mandavi sharma
    Mandavi Sharma
    On demand travel and customer support outsourcing

    Every brand knows how important customer service is to their business. But do they take it seriously? Well! Data conveys opposite story. 

    Shockingly, the companies don’t respond to 70% of emails and 46% of direct messages on social media. Even if companies respond, customers are not satisfied as 97% of email responses are not personalized.  The average email response times by Travel agencies is 12.53 hrs, Airlines 16.36 hrs and 9.20 hrs by Ground Transportation companies (trains, busses, car rentals). 

    Because of rising expendable incomes, improved connectivity, tech-savvy generation, the on-demand travel industry has grown exponentially. Business models are constantly evolving in this fast-paced industry. Ola, Uber, Zepto, Blinkit, Blusmart have all become famous and go to brands for people living in Tier-1 Indian cities. Whether a person needs to get to the office or party on a weekend, order some vegetables for the dish he’s looking to cook, he can do it with just a few clicks on his smartphone.  

    But can these brands manage such a huge demand with equally good services and support. Probably! But it’s likely the businesses would want to focus on their core competencies which is maintaining supply chains, ensuring adequate cold storage and consistent vehicular supply, among others. Hence, the business process management (BPM) and customer service outsourcing industries can help. 

    In this blog post, we will explore the importance of customer service outsourcing in the on-demand travel industry and how it can help companies thrive constantly evolving world.

    Outsourcing Plays a Pivotal Role

    Outsourcing help companies save around 70% to 90% on labour costs. According to industry experts, the overall international outsourcing market will grow at a Compound Annual Growth Rate (CAGR) of 4% in the upcoming years and reach $40.16 billion by 2025. 

    Furthermore, IT and Travel outsourcing will contribute a major share towards the outsourcing market. Business owners prefer outsourcing as it’s a great tool for cutting overhead costs, increasing operational efficiency, and performing specialized jobs, i.e. core competencies. 

    The on-demand travel industry is highly challenging when it comes to on boarding new clients. Having the expertise to make travel and deliveries more alluring, can make brands go a long way. 

    omnichannel customer support


    Omnichannel Customer Support is the Need of the Hour 

    According to McKinsey Report, Customers prefer diversified channels for shopping and other support services. Also, Salesforce reaffirms that 88% of customers remember customer experience as much as the products or services. 

    In today’s competitive landscape, customers compare brands against the best service they receive from any company. Hence, providing exceptional customer service is paramount for companies striving to build and maintain a loyal customer base. 

    For 61% customers, a single negative experience or unfavourable incident is enough to consider switching to a competitor. Omnichannel service is critical as over 70% of consumers expect customer support teams to know about their history regardless of the communication method.  

    In the age of e-commerce, omnichannel customer service deepens loyalty, converts more effectively, and benefits customers and support teams alike. 

    Omnichannel customer service offers a seamless customer experience across multiple communication channels.  Whether customers connect via text, WhatsApp, social, email, or live chat, omnichannel platforms allow businesses to resolve their queries in real-time without missing a beat.  

    Omnichannel customer service offers a consistent experience across all channels and enhancing CX by additional features like Live Chat, Knowledge Bases, and 24-hour phone support. 


    How Customer Support Outsourcing Revolutionizing On-Demand Travel Industry  

    The competitive business landscape of the industries especially the on-demand travel industry has revolutionized the way people explore and experience new destinations, place new orders, etc.   

    Here, customer service outsourcing presents a strategic solution for on-demand travel companies to optimize their support operations and elevate the overall customer experience. Recognizing this, many on-demand travel companies are turning to outsourcing customer service to specialized providers.  

    In recent years, the on-demand travel industry has witnessed remarkable growth, with platforms offering services ranging from ride-hailing and car rentals to grocery orders. Brands like Uber, Zepto, and Swiggy have become go-to-option or apps for consumers looking to travelling faster to a nearby place or placing the order for food or vegetables/ fruits.  

    Let’s explore how customer service outsourcing can revolutionize the on-demand travel industry. 

    I.) 24/7 Availability for Travelers

    In the on-demand travel industry, customers often require immediate assistance regardless of the time of day or night. Outsourcing customer service enables on-demand travel companies to provide round-the-clock support, ensuring that travellers can access help and resolve any issues they may encounter, such as booking inquiries, late deliveries, higher charges for cab services, or emergencies. This 24/7 availability creates a sense of reliability and responsiveness, enhancing customer satisfaction and loyalty.  

    II.) Multichannel Support

    Effective customer service in the on-demand travel industry requires support across multiple communication channels, including phone, email, live chat, and social media. Outsourcing providers specialize in managing diverse communication channels, ensuring consistent and seamless customer interactions. On-demand travel companies can leverage the expertise of outsourcing partners to deliver efficient and personalized support through various channels, catering to the preferences of their customers.  

    III.) Handling Peak Periods and Seasonal Demand

    The on-demand travel industry experiences fluctuations in demand based on seasons, holidays, and special events. During peak periods, managing customer inquiries and support can be overwhelming for in-house teams. For example, during Diwali and New Year, when everyone is home and with family, people like to order food from outside. Every customer would like their food to get delivered just as quick notwithstanding the sudden surge on their go-to-app. They would need immediate answers in case of any delay or challenges. Customer service outsourcing offers the advantage of scalability, allowing travel companies to quickly ramp up support resources during busy periods. Outsourcing partners can provide additional staff, ensuring that every customer query is promptly addressed and no opportunities are missed.  

    IV.) Language and Cultural Expertise

    The on-demand travel industry serves a global customer base, which often requires support in different languages. Language barriers can hinder effective communication and lead to customer frustration. In a country like India, which has as high as 22 official languages, it’s important to have multilingual customer support team, who is well trained to answer queries seamlessly. Customer service outsourcing providers specialize in multilingual support, offering a team proficient in various languages to cater to the diverse needs of travellers. This expertise not only improves customer satisfaction but also demonstrates a commitment to inclusivity and cultural understanding.  

    V.) Efficient Complaint Resolution

    In the on-demand travel industry, resolving complaints swiftly and satisfactorily is vital for maintaining customer trust. Outsourcing customer service allows for dedicated complaint management teams that have experience handling escalated issues with empathy and professionalism. By providing a dedicated focus on complaint resolution, outsourcing partners can help travel companies mitigate negative experiences, retain customers, and strengthen their reputation.  

    VI.) Data Analysis and Insights

    Outsourcing providers equipped with advanced analytics tools can offer valuable insights into customer behavior, preferences, and trends. By analyzing customer data, travel companies can better understand their customers’ needs and expectations, leading to personalized services and tailored marketing strategies. Outsourcing partners can assist in gathering, analyzing, and interpreting data to help on-demand travel businesses make data-driven decisions and optimize their operations. 

    choosing right outsourcing partner


    How to Choose the Right Outsourcing Partner?

    Choosing the right partner for customer service outsourcing is crucial for the success of your on-demand travel business. Here are some key factors to consider when selecting a customer service outsourcing partner: 

    a.) Expertise and Industry Knowledge: Look for a partner with experience in the on-demand travel industry or similar sectors. For example, JindalX has over 23+ years of experience in helping startups and big corporates alike across 9 industries with end-to-end customer support. The experts have a deep understanding of the unique challenges and customer expectations in the on-demand travel industry.  

    b.) Service Offerings: Evaluate the range of services offered by the outsourcing partner. Ensure that they can handle various customer support channels such as phone, email, live chat, WhatsApp/ SMS and social media. Additionally, consider if they offer holistic support which includes multiple facets like multilingual support, technical troubleshooting, or back-office support. Assess your specific needs and make sure the partner can cater to them effectively. 

    c.) Reputation and Track Record: Research the reputation and track record of potential outsourcing partners. Look for testimonials, case studies, or client references to get a sense of their performance and reliability. Check online reviews and ratings to gather feedback from other businesses that have worked with them. A partner with a strong reputation like JindalX and a proven track record will likely deliver better results. 

    d.) Technology and Infrastructure: Assess the partner’s technology capabilities and infrastructure. They should have robust customer relationship management (CRM) systems, ticketing tools, reporting mechanisms, and data security measures in place. A technologically advanced partner will streamline processes, enhance efficiency, and provide valuable insights through analytics and reporting. 

    e.) Language and Cultural Proficiency: If your on-demand travel business caters to a diverse customer base, language and cultural proficiency are crucial. Ensure that the outsourcing partner has a team of multilingual agents who can effectively communicate with customers in their native languages.  

    f.) Communication and Collaboration: Evaluate the partner’s communication processes and responsiveness. Clear and open lines of communication are essential for seamless collaboration. Regular updates, reporting, and access to real-time performance metrics will allow you to monitor and evaluate the quality of service being provided. 

    g.) Data Security and Compliance: Data security is of utmost importance when outsourcing customer service. Ensure that the partner has robust data protection measures in place and adheres to industry regulations and compliance standards, such as GDPR or CCPA. Discuss their data handling processes, confidentiality agreements, and disaster recovery plans to ensure the security of your customer data. 

    h.) Cost and Contractual Considerations: While cost should not be the sole determining factor, it is essential to consider the financial aspects of the partnership. Compare pricing models, service level agreements, and contract terms offered by different outsourcing partners. Strike a balance between cost-effectiveness and the quality of service provided. 

    i.) Trial Period and Performance Evaluation: Consider starting with a trial period or a pilot project to assess the partner’s performance before committing to a long-term contract. Establish key performance indicators (KPIs) and metrics to measure their performance and evaluate if they align with your business goals and customer satisfaction objectives. 



    It is crucial to choose a genuine customer service outsourcing partner as they deal with the most important growth driver of your business, i.e., customers. They help represent your brand professionally, ensuring a positive customer experience that also strengthens your reputation. 

    They should be able to handle peak call volumes, seasonal fluctuations, and expansion plans without compromising service quality. Flexibility in adjusting staffing levels or adding new services is essential for a successful partnership. Most of the leading businesses prefer JindalX as their outsourcing partner because to its experience in different industries, great track record, reputation, Data Compliance, advanced infrastructure and more. Its well-trained, knowledgeable, and capable of handling customer inquiries and issues effectively. 

    In the realm of technology, outsourcing partners like JindalX have a proven track record of delivering innovative solutions. The team of highly skilled professionals, industry experts, and technologists deliver tailor-made customer experience (CX) solutions that address their specific challenges 24X7 and faster.  


    FAQs About Travel Customer Support Service 

    Q. Why should brands outsource customer support service to JindalX? 
    Outsourcing call center needs comes with a lot of benefits. They are: 
    a.) Huge cost savings and profits 
    b.) Hire less people. 
    c.) Reduced administrative and infrastructural hassles.
    d.) Experts with great experience
    e.) Faster turnaround time and high-quality results 

    Q. Do employees undergo trainings?  
    All employees are pre-trained at handling different situation and meet requirements in all conditions.

    Q. How lost calls are managed?  
    We provide services 24 hours a day, 365 days a year. If any call is likely to be missed, it is transferred to the voicemail and our agents respond to those voicemails in a short span of time. 

    Q. Does a company compromise over quality after outsourcing? 
    No, companies even improve, quality control if outsourcing partner is an expert. When it comes to recruiting and training staff, Companies like JindalX have proper management and quality control processes in place to bring a balanced approach to meeting key performance indicators. (KPI) without compromising customer satisfaction.


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