Stand Out At The British Travel Awards

Connect Instantly

Web chat software is one of the quickest ways for a visitor to contact your advisors. From initiating a chat they are instantly connected to an agent who can answer their questions.

If the visitor is asking the representative a repetitive question, the agent has access to a library of Predefined Replies which provides them with common answers to their FAQs. This speeds up the advisor’s response rate whilst providing accurate information. This helps with customer satisfaction as who can fault fast and precise service!

Agent assist can also be activated that offers the most relevant Predefined Reply to the agent in real time. An algorithm is automatically run every time the visitor is typing, picking up on their message and matching it to the responses saved within the system. The advisor can simply drag and drop them into their compose message area where they can alter them before sending the final answer.

Whilst in the web chat software window the agent can make recommendations to the enquirer and automatically navigate their browser to the relating page. This helps them to suggest hotels, packages, or destinations specifically tailored to suit the traveller’s needs, showing the consumers the organisation really cares about their requirements.

If information is published in a digital format such as a brochure or the latest travel advice, these can be sent via the file transfer feature during the chat. Visitors can also send files, this can include screenshots of deals they have found or issues they are experience when booking. This ensures the right information is being reviewed and can help tailor the conversation to the visitor's needs.

Enter the Chatbot

Before the visitor speaks with an agent, a chatbot (integrated within the web chat software) can be used to gather some basic information from the visitor such as their name, the destinations they are looking at, the type of package (all inclusive, half-board, family or adult-only etc.) what their budget is. This reduces the time that the advisor would have to spend finding out this information.

If configured to do so, the bot will then attempt to answer any questions that it has learnt. Should it be able to successfully, then no agent involvement is necessary at all. If the bot doesn’t know the answer or the visitor requests to speak with an advisor, it will transfer the chat in its entirety to an operator, allowing them to pick up where the web chat software’s bot last interacted with them.

A chatbot is great for offering 24/7 coverage if it knows all of the answers. Another tool that runs 24/7 is Promotions, regardless of whether your agents are available or not. Promotions are an image that appears automatically based on how long the visitor has been browsing the website for or if they are on a certain page. They draw the visitors attention to important information such as latest news or special deals; when clicked they are navigated to a relating page with further details. This helps to guide the visitor journey.

Click4Assistance have been providing web chat software for over 15 years to the travel industry; we can give you tips and best practices on how to excel with your online customer service. For more information contact our team on 01268 524628 or email theteam@click4assistance.co.uk. We wish everyone luck who has been nominated for the British Travel Awards 2019.