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‘Live chat’ through travel websites
Website design and development specialist Netizen is reporting increased demand for its ‘Live Person’ technology.
The technology enables existing and potential customers to hold a live online chat with travel company consultancy staff.
The service allows customers to clarify information with the website directly in front of them or address any additional issues with an expert.
Live Person is particularly useful for companies offering complex holidays or for tailor-made product.
The technology is designed to increase agents’ efficiency and also convert more bookings online. Travel consultants can hold up to about seven chats with different customers simultaneously once they are up to speed with Live Person.
Netizen market development manager Fiona Canavan said: “Research shows that if people can’t find what they’re looking for then very quickly they leave the site. By offering an immediate and personal response, companies can offer the best of both worlds to online customers. Travel companies tell us it has resulted in increased bookings.”
The technology also offers a tracking system enabling travel companies to identify peaks and troughs in demand for Live Person so that staffing levels can be adjusted.
by Linda Fox
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