Tiếng ViệtContact Center Software for Travel and Tourism
The tourism, restaurant, and hotel sectors in Vietnam are recovering strongly and regaining growth momentum post-pandemic. In 2024, the country welcomed nearly 17.6 million international visitors, an increase of almost 40% compared to 2023, approaching the 2019 peak of 18 million. Domestic travel reached approximately 110 million trips, bringing total industry revenue to around VND 840 trillion, surpassing the VND 726 trillion recorded in 2019. Vietnam continues to be ranked among the fastest-growing countries in the global tourism and hospitality market.
Tourism infrastructure has also received significant investment, with numerous 4–5 star hotels, large-scale resorts, and entertainment complexes established at key destinations such as Phu Quoc, Nha Trang, and Ha Long. These developments help extend visitor stays and increase average spending per guest.
However, alongside this growth come major challenges in competition and customer experience. Businesses in the sector face pressure to digitize operational processes, optimize customer service, and retain existing customers amid the dominance of OTAs and rising marketing and operational costs.
Industry Overview: Tourism, Restaurants, and Hotels
Bookings for rooms or tours come from multiple sources (website, OTAs, etc.). Customer service teams must work across several separate platforms, which is slow and prone to duplication. There is no centralized interface, and data is not synchronized.
Peak Season Overload: During holidays or Tet, call and message volumes surge. Without the ability to scale, staff can get overwhelmed, leading to delayed responses and a poor customer experience.
Lack of Multi-Point, Multi-Branch, Multi-Department Performance Monitoring: Managers cannot track which employees are online, the number of customers handled per day, or whether responses meet SLA commitments. Disconnected management tools make performance oversight challenging.
Lost Cross-Selling and Upselling Opportunities Due to Fragmented Customer Data Across Tour, Hotel, and F&B Departments: When a customer books a tour, the hotel or restaurant teams may not have access to the itinerary. Without a unified database, it is impossible to personalize combo packages (e.g., “Central Vietnam tour with 2 nights at a resort + dinner buffet voucher”).
No Clear Insights on Channels or Customers: Hotels, restaurants, and tour operators struggle to identify which channels drive the most bookings (phone, Zalo, Facebook, etc.) and cannot easily distinguish frequent, occasional, or VIP customers. This makes personalized service and tailored packages challenging, limiting business growth opportunities.
No Rapid Response Process for Incidents: When issues occur (tour cancellations, delayed check-ins, incorrect meals, etc.), there’s no priority system for urgent cases. Customers calling about cancellations, reschedules, or emergencies like natural disasters are not routed promptly. Without 24/7 support via chatbot or automated hotline, customer experience suffers.
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Tourism Industry Solution
We provide a comprehensive solution with optimized costs, enabling training organizations to save budget while maintaining effectiveness.
- 18001562
- sales@pitel.vn
Contact Center Software for Travel and Tourism
Omni-Channel Contact Center – Centralized & No Missed Requests: Receive and manage customer requests from multiple channels such as phone, Zalo OA, Facebook Messenger, email, live chat, and SMS. All requests are centralized into a single system, ensuring no customer inquiry is missed on any channel.
Call Routing & Handling: IVR allows customers to select their needs via corresponding key presses. ACD automatically distributes calls to the appropriate department. Caller Info Popups display caller details to optimize the initial experience and personalize service. AI Chatbots and VoiceBots automatically handle common queries such as pricing, schedules, and check-in/out procedures.
Service Quality Storage & Control: Record and store calls for information review. Detect customer emotions, intentions, and alert keywords during conversations to support quality control and risk prediction using the AI QC Bot.
Proactive Customer Care via SMS and ZNS: Confirm bookings, share itineraries, guide check-ins, and after the tour, send thank-you notes, exclusive offers, surveys, and new combo recommendations to boost loyalty and repeat visits.
Work Anywhere, Manage Everywhere: Employees at different branches can work remotely while accessing a shared customer management platform, enabling easy staff allocation during peak seasons or high-demand periods. Monitor performance and generate real-time reports, including call volume, response times, and CSAT metrics
Customer History in CRM: Store full customer histories including tour bookings, hotel reservations, restaurant visits, and personal information to enable effective customer care and accurate service recommendations.
Benefits of PiTEL Contact Center Solution
Multi-channel customer access: Customers can contact support via Hotline, Email, SMS, Online Chat, and Social Media, ensuring quick response times.
Efficient request and feedback processing: Customer inquiries and feedback are handled promptly to maintain service quality and support customer retention
All-in-one customer platform: Store all customer information on a single platform, simplifying tracking and management.
Work smarter, not harder: Automate response and issue resolution processes for staff, improving operational efficiency.
The software provides data analysis tools that enable management to better understand customer needs and behaviors, allowing the development of informed business strategies while reducing management and operational costs.
Advanced international-standard security ensures that customer information is kept safe, while still allowing easy access and use when needed.
Why Choose PiTEL Solution
With PiTEL’s Contact Center software, trusted by over 1,000 businesses, you will get:
All-in-one functionality: Seamless calling on web and mobile, plus free storage for call logs and recordings.
Customizable setup: Personalize greetings, IVR, and department-specific key functions for smooth operations.
Automation: Automatically distribute calls to staff based on their team or department expertise, and perform auto-dialing from pre-defined lists.
Call history and smart management: Store all call records and manage them efficiently through a ticketing system, with both overview and detailed reporting.
Travel and Hospitality Businesses Choose PiTEL for Collaboration
Many prominent companies in the travel, tour, and hospitality sector—such as Pan American Travel, Gotadi, and several others—have chosen PiTEL Contact Center to modernize their customer service processes and optimize operations. Implementing PiTEL solutions not only helps them meet the growing demands of today’s customers but also provides a sustainable competitive advantage in a dynamic service industry.
Experience PiTEL Solutions
Use PiTEL solutions to enhance marketing efficiency and accelerate your business growth.
- 18001562
- sales@pitel.vn
