Thomas Cook has added a powerful new online help tool to its trade information website www.thomascookworld.com to provide agents with fast and easy access to information which means speedy responses to travel enquiries.
The new functionality, nicknamed Ask Thomas, is powered by customer relationship management software from RightNow. With agents better equipped with useful information, the travel company anticipates reduced handling and hold times and an increase in the number of calls answered.
Ask Thomas typically answers agent questions with two to three lines of text. In addition, it links answers to additional information that may also be helpful. Agents can rate the usefulness of the information provided and give additional feedback, which is used to improve the knowledge base.
Agents can register by logging on to www.thomascookworld.com and clicking on the register tab on the left hand side. The site is also available to Thomas Cook and Going places stores via their internal intranet. More than 17,000 consultants and stores have registered since its launch.
By Chitra Mogul
