Share on facebook
Share on twitter
Share on pintrest
Share on linked-in
Share on google plus
Web Chat System Helps with Travel Enquiries During a Crisis
Live Chat Blog Published On
Live Chat Blog Tags
Live Chat Blog Author
Live Chat Blog Views

24 May 2016

Gemma Baker


Web Chat System Helps with Travel Enquiries During a Crisis

With March’s devastating news on the attacks in Brussels, many worried travellers have panic-driven questions. Travel agents would have dealt with enquires surrounding the safety of travel and refund policies. Unfortunately, with these threats becoming more regular the Travel Industry should be prepared to deal with these enquiries, in case a crisis does happen, including natural ones, like Sicily’s landslide last April.


With the sheer amount of travellers affected and their urgent need to have their questions answered, the more traditional ways of dealing with enquiries may not be the best method to reduce fears of many at a crucial time. Travellers stuck in a telephone queue, waiting hours for an email response or instantly getting an automated message back, are more likely to become agitated, meaning travel agents spend additional time calming someone down before being able to relay the information.

In a time of crisis, travellers will have a demand for their questions to be answered quickly. A more popular way of dealing with enquiries instantly is through a web chat system. A button is present on a website that allows visitors to the site to initiate a chat with a company’s representatives, to have their sales questions, after-sales support or issues answered.


customers demand in questions on web chat system


The travel industry would be able to answer more enquiries at any one time, with the use of a web chat system, allowing one representative to improve their productivity and speak with 2, 3, or more travellers all at the same time.

For more simple and repetitive questions, like last minute cancellations and refund policies, representatives can use the auto-navigate feature, to open up a new window on the visitor’s browser to the relevant page on the company’s website, where it explains cancellation and refund procedures.

Alternatively, should there not be a page on the website, for the more frequently asked questions, Predefined Replies (“canned responses”) can be set up within the Click4Assistance web chat system, and edited before using. Both of these features free up the representatives’ time and ensures they can help as many visitors as possible.

In a time of unpredictable crisis, ensure your company has the best tools available to help. Click4Assistance fully supports Brussels in their recovery, for more information on how the live chat software has been used across the Travel Industry arrange a free consultation with our Travel Co-ordinators on 0845 123 5871.

Author: Gemma Baker
Gemma is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.


UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.


Live Chat Software Author


Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.


Cost-effective live chat software, proven to increase lead generation and customer satisfaction. Easy to implement and customise, the solution supports your business out of hours with the ‘leave a message’ feature.


Integrate our compliant solution with your existing systems for a seamless implementation. Intelligent chat routing ensures multiple department capabilities. Measure your ROI and monitor operators’ KPI’s with the Advanced Reporting Suite.


Increase productivity, reduce resource costs and improve customer satisfaction by answering multiple enquiries simultaneously with live chat software. Mitigate budget restraints, support digital transformation and help customers during online processes.