27 June 2019
Efficiently Handle Last Minute Bookings with Live Chat
The sun is shining, many people are looking forward to enjoying time off work and it’s almost payday. Can it get any better!
Some parents may have left booking holidays and days out to the last minute. Therefore, does your organisation have the resources available to be able to efficiently handle an influx of enquiries?
Click4Assistance has been working with the travel industry for over 15 years, helping organisations to streamline their operations whilst increasing sales with our live chat for websites solution
Enable your website visitors to start a chat at a click of a button or by inviting them into a conversation.
Advisors will be able to handle multiple enquiries simultaneously as they can answer one visitor whilst others are typing. This means that fewer members of staff are needed to manage the workload, which is useful if employees are away from the office. It also helps increase sales and bookings as an advisor is speaking with more than one potential holidaymaker at any one time.
During a chat, the agent can send through suggestions to the visitor using the auto navigate functionality. This will automatically open the relevant page in the enquirer’s browser, allowing the advisor to provide a digital equivalent experience to what would have occurred in a high street travel agency years ago.
Reducing Agent Engagement
Before a chat a company can display a prechat form which gathers the visitor’s details, this can include their name, contact information, destination or holiday package type etc. This can help the advisors tailor the conversation.
Alternatively, these questions can be asked by a chatbot who can continue the conversation by answering frequently asked questions that it has learnt. At any point the bot can pass the chat in its entirety to an advisor when their input is necessary. This allows representatives to enter a website live chat for more valuable time.
Another way to reduce the agent’s involvement is allowing the visitor to enquire via the website with the use of smartContact forms. They can be designed to collect any information your organisation requires and can contain free text-boxes, radio buttons, dropdowns, multiple selections etc.
Once a smartContact form is added to your site, any changes to the design are configured within the software and are replicated on your website; therefore there is no need for web developers to be consulted every time you need to make amendments. Which is very useful for information that is updated seasonally, e.g. brochures.
The enquiries are sent through to assigned email addresses where agents can action the request; alternatively these can be viewed within the software.
To encourage self-help, organisations can use Promotions to grab the visitor’s attention that automatically displays the latest news, offers and information, based on how long they have been on the site. A URL can be assigned to the image; therefore if the individual is interested in your marketing message, they can be navigated to a related page to find out more.
The industry experiences high abandonment rates for many reasons such as the individual just being noisy, doing research, or they are not the decision maker etc. Ensuring you engage with your website visitors can make a difference and change their mind about moving onto a competitor’s site.
For more information regarding our live chat for website solutions and the companies we have helped increase their bookings, contact our team on 01268 524628 or email firstname.lastname@example.org.