Evolving consumer expectations and increasing use of technology are radically changing the dynamics of most service industries in the Arab world.
RIYADH, KINGDOM OF SAUDI ARABIA – Freshworks, a leading provider of cloud-based customer engagement software, recently onboarded Al Tayyar Travel Group, one of the largest travel and tourism companies in Saudi Arabia, onto its growing customer base in the Middle East.
Evolving consumer expectations and increasing use of technology are radically changing the dynamics of most service industries in the Arab world. In a hyper competitive sector such as travel and tourism, these changes stand out in particular. With GCC’s Vision 2030 slowly taking prominence and its plans to develop a tourism market to rival any other, the shape of the region’s travel and tourism industry takes on a fresh design, adding an intriguing element to an already ambitious blueprint.
“Today’s travellers don’t just want faster access to information – they want better, high-touch, personalized experiences. They live in an age of powerful, cost-effective and accessible technology, meaning they demand seamless, multichannel booking experiences. This industry has always been about assisting and anticipating needs of its end-users, and we are advocates of how technology can be used to simplify and streamline the entire consumer journey”, said Arihant Jain, Business Head – Middle East & Africa, Freshworks.
Jain further added, “Our market-leading helpdesk software, Freshdesk, empowers agents to deliver exceptional customer support across every channel, time-zone and language. It is intelligently designed to work with multiple elements of a highly volatile industry like travel to ensure positive service delivery at various touch points. With customizable tools to build the service portal, knowledge base and online communities, the product is packed with live chat features and integration capabilities to smoothen support operations and enhance efficiency.”
Abdul Rahman Mutrib, Chief Technology Officer, Al Tayyar Travel Group, commented, “Our role in the travel ecosystem is foremost to ensure we provide great experiences to our customers. Freshdesk has helped realise this goal by improving visibility on customer requests and fostering better engagement on all social channels. It has heightened our overall team efficiency and hence business productivity. With the Freshdesk platform, we can really put each and every customer at the heart of our operations.”
Tatiana is the news coordinator for TravelDailyNews Media Network (traveldailynews.gr, traveldailynews.com and traveldailynews.asia). Her role includes monitoring the hundreds of news sources of TravelDailyNews Media Network and skimming the most important according to our strategy.
She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.
