The lastminute.com group is improving the Frequently Asked Questions sections of its sites in conjunction with Right Now Technologies.
It is rolling out Right Now’s system across all its brands, which include lastminute.com, Travelocity, Holiday Autos, medhotels.com and Referber in the Nordics.
The deal follows a pilot scheme, which ran when the Government doubled Air Passenger Duty.
APD information was uploaded to the FAQs section of the main lastminute.com site and received 7,000 hits.
According to lastminute.com, the information led to a 40% decrease in emails through to its customer services staff.
Lastminute.com also used the technology to update the latest information following the Glasgow Airport terrorist attacks.
Right Now will power the FAQs section on 12 sites in seven languages.
By Bev Fearis
