13 September 2018
The Sun is Still Shining, But We Are Dreaming of Winter
This summer has been an all-time record for the longest amount of sunny days with the hottest temperatures. But as we are approaching the last quarter of the calendar year, thoughts are turning towards winter breaks.
These holidays can range from an out of season getaway now the kids are back at school, clinging onto the heat by jetting off to a sun-drenched country, or making the most of the upcoming European Christmas markets as that time of year will soon be near.
As consumers browse for holiday packages and activities to book, questions can arise. These questions can occur at any time during their research stage, the traveller will want instant answers so they can continue their task or look for an alternative option.
It’s the organisation’s best interest to ensure they provide fast answers, as this can be the difference between the enquirer completing the booking and leaving the site for a competitor’s.
Live chat for website can instantly connect a visitor with a representative. An AI chatbot can answer FAQs, providing fast responses to simpler enquiries, where as a human operator can handle more complex questions, ensuring the individual is being informed accurately.
Optimising the AI functionality into customer service alongside human representatives can really help organisations focus their strategies, streamline their resources and achieve better results.
In addition to answering FAQs, chatbots can also ask prequalifying questions. This reduces the involvement of the operator and the time it takes to ask these questions before being able to advise. In this scenario the visitors’ answers will be viewable by the representative, allowing them to look up the information before the bot transfers the enquiry over, enabling agents to continue the conversation as seamlessly as possible.
Predefined Replies / Agent Assist
Whilst the human representative is managing the chat enquiry, they have access to functionality that can help them provide accurate responses quickly. A library of answers are set up within the Click4Assistance live chat for website solution, if the operator is asked a repetitive question they can select an response from the Predefined Replies list and make any amendments before sending it to the visitor.
Whilst the enquirer is typing in real time, the Agent Assist feature runs an algorithm that processes the Predefined Replies and instantly suggests the most relevant answer(s) to the operator. This increases the representative’s response time further as it reduces the need to search the library for a reply.
This is another useful tool for speeding up response times and reducing the operator’s involvement. If another option becomes available to the visitor or they have asked a question where the answer is obtainable on the website, the representative can select a page to direct them to; the system will then automatically open the relevant page in a new tab of the visitor’s browser.
Another way of navigating the visitor around your site without any involvement of a representative is by using a Promotion. This is an image that appears directly to the visitor when the criteria has been met; e.g. they browse the website for 30 seconds or looked at a skiing holiday page.
A URL can be assigned to the image so if accepted by the visitor they are automatically redirected to the page, allowing them to find out more details about latest offers, important information or related news.
Example of Excellence
When visitors are browsing Destinology for winter holiday options, the luxury travel agents gives the visitors several opportunities to speak with their consultants. The chat button is included in the website’s header and footer panels, within the webpage content and behind multiple buttons that initiate a contact panel which contains the instant communication channel. This ensures that the visitor can easily approach their representative’s at any point during their research.
Each button has been customised to fit seamlessly with the website however each one has its own unique design. With this approach more visitors take notice of the communication as one design may stand
Click4Assistance has been providing live chat for website software to the travel industry for over 10 years. For more information about the solution and how you can follow in Destionology’s excellent example contact our team on 01268 524628 or email firstname.lastname@example.org.