{"id":9435,"date":"2026-02-05T12:32:36","date_gmt":"2026-02-05T11:32:36","guid":{"rendered":"https:\/\/ingo.it\/?p=9435"},"modified":"2026-02-05T16:04:31","modified_gmt":"2026-02-05T15:04:31","slug":"email-and-customer-experience-in-travel-why-its-no-longer-enough-to-respond","status":"publish","type":"post","link":"https:\/\/ingo.it\/en\/blog\/news\/email-and-customer-experience-in-travel-why-its-no-longer-enough-to-respond\/","title":{"rendered":"Email and Customer Experience in travel: why it’s no longer enough to respond"},"content":{"rendered":"\n

In the travel industry, thecustomer experience<\/strong> begins long before departure. It often takes shape in a seemingly simple moment: an email sent to a travel agent with a request, a vacation idea, some scattered information. It is in this very first contact that customer trust <\/strong>is created-or broken. In 2026<\/strong>, the travel agency market is increasingly focused on personalization and speed. Travelers expect tailored proposals, quick responses, and continuity across channels: about 66 percent<\/strong> require customized packages and more than 70 percent<\/strong> expect a consistent experience throughout the contact journey. This makes every interaction, even the simplest, a critical point in the customer journey. Despite the evolution of chat, apps and digital channels, email remains a central hub in travel. According to industry research (Wifitalents, 2025), 70 percent of customers prefer to receive quotes and confirmations via email<\/strong> because it allows for traceability, security of information, and the ability to review details at their leisure. For agencies, however, this also means handling large volumes of often incomplete requests, with the risk of slowdowns, errors, and frustration for both the customer and the operators. In this scenario, tools such as Mail Assistant<\/a> <\/strong>from INGO become instrumental in turning email requests into fast, accurate and frictionless<\/strong> processes, freeing up operators’ time and improving customer satisfaction.<\/p>\n\n

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What is Mail Assistant, how it works and why it is important in the travel industry <\/h2>\n\n\n\n

Mail Assistant<\/strong> is an intelligent automation<\/strong> tool designed to efficiently handle customer email inquiries without sacrificing human contact when needed. Basically, it is like having a digital assistant always ready to read, understand and respond to emails, following precise rules customized for each company. <\/p>\n<\/div>\n<\/div>\n\n

Why emails remain important <\/h3>\n\n

Despite the explosion of chat, apps and social, email remains one of the most widely used channels for official communications, reservations and complex inquiries<\/strong>. In the travel sector<\/strong>, email is still the main tool for reservations, flight and hotel confirmations, sending vouchers and update communications about changes or cancellations. In this regard, 70 percent of consumers prefer email confirmations and quotes<\/strong> to have traceability and security of information. In practice, for travel agencies, email is a central channel<\/strong> because it allows them to combine speed, security, and personalization, and remains critical to building a consistent and frictionless experience. <\/p>\n\n

How Mail Assistant works<\/h2>\n\n

Mail Assistant functions as a digital assistant that reads and understands customer emails to manage them quickly, accurately, and securely. When a customer submits a request, the system automatically analyzes the content<\/strong>, identifies essential information (such as dates, times, destinations, or services requested), and assesses whether it is sufficient to provide a complete response. If some information is missing, Mail Assistant automatically sends a guided message to the customer<\/strong>, asking for clarification or additional details, so as to avoid mistakes or misunderstandings. When all the necessary data are present, the assistant generates an immediate and consistent response<\/strong>, such as a quote, confirmation, or useful information. In the case of more complex, sensitive, or particularly personalized requests, Mail Assistant automatically passes management to a human operator<\/strong>, who can intervene competently and attentively, ensuring uninterrupted personalized support and preserving the human contact fundamental to the Customer Experience. <\/p>\n\n

The main advantages of Mail Assistant<\/h3>\n\n
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  1. Reduced response time:<\/strong> quick handling of requests even after hours. <\/li>\n\n\n\n
  2. Less errors and friction:<\/strong> guided collection of missing information. <\/li>\n\n\n\n
  3. Increased customer satisfaction:<\/strong> consistent, accurate and personalized responses. <\/li>\n\n\n\n
  4. Resource optimization:<\/strong> staff focus on strategic and complex activities. <\/li>\n\n\n\n
  5. Personalization of interactions:<\/strong> language, offers and content tailored to the customer’s profile. <\/li>\n\n\n\n
  6. Tracking and reporting:<\/strong> all interactions recorded for customer journey analysis and optimization. <\/li>\n\n\n\n
  7. Scalability:<\/strong> handles large volumes of email without increasing staff. <\/li>\n\n\n\n
  8. Consistency in service:<\/strong> uniformity of responses across operators and channels. <\/li>\n\n\n\n
  9. Strategic support:<\/strong> data that can be integrated into dashboards and CRM for informed decisions. <\/li>\n\n\n\n
  10. Data security:<\/strong> utmost attention to privacy and GDPR compliance. <\/li>\n<\/ol>\n\n
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    How Mail Assistant works in practice<\/h2>\n\n\n\n

    Mario Rossi wants to plan his next vacation and writes an email to the travel agency. Thanks to Mail Assistant<\/strong>, each request is handled quickly, accurately, and frictionlessly, even when the information sent is not complete. <\/p>\n\n\n\n

    Scenario 1 – Complete request<\/h3>\n\n\n\n

    Mario includes all the details: departure date and time, return date and time, destination, and services required. Mail Assistant reads the email, verifies the data and immediately generates a clear and complete quote and sends it to Mario. Within minutes, the request is resolved and the customer receives all the necessary information without waiting for human intervention. <\/p>\n\n\n\n

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    Scenario 2 – Incomplete request<\/h3>\n\n\n\n

    Mario forgets to indicate the departure date. Mail Assistant handles the request anyway, sending a clear and structured message to gather all the details, avoiding misunderstanding or frustration. If the request becomes more complex, the assistant automatically passes management to a qualified human operator, who takes timely and accurate action. <\/p>\n\n\n\n

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    In all scenarios, Mario’s data is handled with the utmost security and in compliance with the GDPR<\/strong>, ensuring that privacy is protected at all times. Human intervention is always available when needed, ensuring a balance between automated efficiency and personal attention. <\/p>\n<\/div>\n<\/div>\n\n

    Why Mail Assistant is essential in 2026<\/h2>\n\n

    With the increasing complexity of reservations, high demand for personalization, and the need for quick responses, Mail Assistant enables travel agencies to reduce friction<\/strong>, optimize resources, and increase customer satisfaction. In the competitive environment of 2026: <\/p>\n\n