The Caravan Club claims it has improved online customer service for its members by implementing Transversal’s Metafaq Ask a Question solution.
Simply by typing a question, in their own words, help-desk agents can access answers to customer questions, providing faster, more accurate and more consistent responses.
The club, which has 900,000 members, claims that following the installation of the system, 96% of queries to its site now receive immediate answers.
With the vast majority of site users accessing the site outside office hours, Metafaq provides an instant response, avoiding the need for members to email or call for more information.
It says the automated Metafaq also helps meet increased demand in peak periods, such as the summer and January, when the majority of caravanning holidays are booked with The Club.
By Bev Fearis
