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Tuesday, September 8, 2020
Posted by: Anna Kroupina, Open Jaw
Ruben Gutierrez, President, NexusTours.
Sunwing-owned DMC NexusTours has introduced new digital services that include 24/7 access to a virtual concierge and a fully contactless experience for customers in destination.
“We are committed to providing our customers with the very best possible experience, and that is what our new service promise is all about. Our travel partners, suppliers and travelers can rest assured that they are in good hands with our new customer-centric value proposition,” said Ruben Gutierrez, President Sunwing Destination Services/NexusTours.
New services that NexusTours has introduced going forward are:
Virtual Concierge: Clients will now have access to 24/7 personalized online service, allowing them to contact their local experts whenever they want.
Personalized Welcome Briefings: Clients now have the option to attend a traditional "face-to-face" welcome briefing or receive all the information they need virtually.
Contactless Experience: All printed materials including welcome passports, flyers and other documents will now be distributed digitally. Travellers can download or receive the information at any time using email, WhatsApp or 24/7 online chat.
Be Safe with Nexus: Customers can expect "the highest international standards for safety and sanitation" across transportation services, activities and accommodations in all destinations in which NexusTours operates.
Customer Service Hub: The enhanced Contact Center is available 24/7 via landline, WhatsApp, SMS, online chat or social media. The new omni-channel service helps customers receive a first contact response for all queries, questions or complaints.
“Over the past few months, we have been listening to our partners and customers and improving our service quality response times. Our team of local experts have also gone through a thorough training plan to ensure that all customers receive the highest level of support in destination. We believe that this technology along with our human touch, which is ingrained in our company’s DNA, is what will allow us to be a better company going forward,” commented Alejandro Vazquez, Senior Corporate Director Operations.
NexusTours operates in 20 countries and 58 destinations throughout the Caribbean, Central America and North America. Mexico, the Dominican Republic, Cuba, Jamaica, the Bahamas and Saint Lucia are some of the destinations in which the company operates.