Brittany Ferries has implemented new technology to improve its online customer services.
Using web a self-service solution called ‘Ask a Question’, developed by Transversal, it is now able to offer intuitive answers to customer and agent enquiries through its website.
The move frees up contact centre agents to handle more complex enquiries.
“Providing an intuitive online experience with easy access to information is vital within the tourism market. If travellers can’t find what they want to know quickly, they will click over to the competition,” said Matthew Randle, internet services manager, Brittany Ferries.
The technology is also designed to help Brittany Ferries get a better understanding of customer demand by analysing the number and types of questions customers ask. The company can use this information to enhance website content and usability.
The same software is already being used by Holiday Extras, which is now answering 92% of online customer queries automatically through Transversal’s web self-service.
Transversal says since implementation, calls to Holiday Extras’ contact centre have dropped by 9% whilst online sales have increased simultaneously by 9%.
By Bev Fearis
