Flight operator flythomascook.com, part of the
Thomas Cook Group, is planning to expand its
implementation of the RightNow hosted customer service application
with a new marketing module.
The company has been using RightNow for the past year to provide context
sensitive help on its flight booking website, allowing passengers
to ask question about things like baggage and seat allocation.
Tony Milsom, director of flythomascook.com, said, “We want to
develop promotions based on what people ask.
“The idea of niche marketing is that the flythomascook.com
marketing team will be able to build promotions to target small
groups of customers.”
The software is expected to be deployed in June, in time for the
summer peak in demand for flights.
Unusually, Milsom said the IT department did not purchase
RightNow Marketing. “It was totally charged back to
flythomascook.com marketing,” he said.
Call centres get a break as flythomascook.com revamps
website
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