06 December 2018
Where are Your Visitors Travelling to in 2019?
With a new year approaching, consumers can begin to research their travel plans for 2019, whether this is a vacation to get away from the cold British weather or attempting to find the best deals by booking early.
Whatever the reason for individuals visiting your website this winter, ensure your customer experience exceeds expectations with Click4Assistance instant communication tools.
Live chat on your website is a text-based messaging channel that enables visitors and representatives to communicate in real time. Enquirers are connected instantly and can have their questions fully answered within minutes, mitigating any lengthy telephone queues or email response times.
Advisors are able to handle multiple chats simultaneously, allowing them to easily manage the workload as they can answer more enquiries at a single time. This does depend on the complexity of the chat, or how fast the visitor types, however on average a trained operator can comfortably handle 3 enquiries at the same time.
There is functionality within the Click4Assistance chat solution that enables representatives to provide accurate answers quickly, which helps them to handle the chats simultaneously.
Many travellers will tend to have the same questions, for example, what can I take in my hand luggage, will I be charge for cancellation, how much is it for me to upgrade? This can become repetitive for advisors; therefore a library of answers to frequently asked questions can be set up within the Click4Assistance solution. This gives representative access to the replies whilst in chat, allowing them to select the most appropriate and edit it before sending to the visitor. This ensures the final response is the most accurate to the enquirer’s question.
Another way to ensure visitors receive the information quickly is by sending already documented information directly to the customer via chat. This allows the advisor to confirm receipt and reduce any time on follow up emails. This can include digital brochures and guides etc. Visitors are also able to send files to the company, allowing them to provide a copy of their passport or travel details etc. The files are sent via a quarantined server, ensuring that any corrupted documents are isolated and will not affect the performance of the chat service.
An alternative if your information is not available in a document format, but is viewable on your website, is to direct the visitor to the relevant page containing the details. Auto navigation allows an advisor to select or enter a web address that is sent to the visitor, the system then automatically opens the page in the visitor’s browser.
Functionality that makes you available 24/7
Live chat on your website is only available based on your operators availability, so when they are unavailable or not logged in, the chat solution will default to offline. Many consumers will be browsing for holidays during their free time that generally occurs in the evenings and at weekends, therefore your organisation could be missing out on opportunities.
A chatbot could work alongside live chat, as depending on their configuration settings can be available 24/7. The bot can be taught to ask questions to the visitor, this is particularly useful to implement to ask prequalifying questions, allowing the enquirer to be identified before being passed over to a representative. Alternatively they can learn responses to frequently asked questions, which enable them to answer some enquiries. If they do not know the answer and an operator is not available to continue the conversation, other methods of contact are provided; this includes arranging a call back.
If a chatbot is something your organisation isn’t including within your customer service strategy at this stage, another functionality to consider is Promotions. This has no operator involvement and can help your visitors find the latest holiday deals or important travel information. A Promotion is an image that appears automatically to your visitor, based on rules that have met; this can be time-based or dependent on what page is being viewed.
A url can be associated to the promotion, which if accepted the individual will be directed to the relevant page, opening it automatically within their browser. Using this feature can encourage your online visitors to self-help and reduce the impact on your representatives being asked for information that is already available.
Click4Assistance has been working with travel companies for over 10 years including, Cruise & Maritime Voyages, Orbital Travel and Destinology, we provide them with live chat and help to enhance their online customer experience. For more information on how live chat on your website can benefit your organisation contact our team on 01268 524628 or email firstname.lastname@example.org.