Brittany Ferries is using Transversal’s web self-service
system to deliver “quick and intelligent” answers to online
customer enquiries.
Transversal’s Ask a Question system is seen as
key to Brittany Ferries’ customer management strategy of providing
an intuitive experience for online users that need help.
Customers receive the information they need quickly and easily
by getting
specific answers to their questions. This
removes the frustration of having to phone or e-mail about basic
reservation queries, and frees up contact centre agents to
handle more complex enquiries, said Brittany.
“Providing an intuitive online experience with easy access to
information is vital within the tourism market. If travellers can’t
find what they want to know quickly, they will click over to the
competition,” said Matthew Randle, internet services manager at
Brittany Ferries.
Ask a Question makes it easy for customers to locate relevant
information and also provides Brittany Ferries with a better
understanding of customer demand, by analysing the number and types
of questions customers ask.
The company can also use this information to enhance website
content and usability.
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