Our newest contact channel, online chat, is proving a hit with our customers one month into our peak trading period, as response times are boosted by 50%, compared to a phone call, for our travel customers.
The chat opens with our Virtual Assistant bot functionality that asks a series of questions in a conversational style to initially capture the information. This not only directs the customer to the most relevant consultant, but also provides support articles and videos, and equips our consultants with the context they need to deliver a great customer experience. The consultant is then assigned and introduced by name as the chat begins.
The chat, which provides online support for hotel and travel queries, is also available within our Connect mobile app too.
Because the chat has a much quicker response and resolution time than a typical phone call, we expect this to become our customers’ communication channel of choice: "I am thoroughly impressed by the efficiency and functionality of Online Chat. It's experiences like these that instil confidence in the quality of service Agiito provides. Hopefully this function is here to stay, it has made all the difference to me this morning." - Compass Group Online Chat is the latest release from our in-house Optimisation teams as part of our digital transformation journey and operational effectiveness strategy joining other releases such as the support widget and call back feature last year, which made the final of the ITM Achievement Awards for the Game Changer (Team) category.
“We wanted to put solutions in place for our peak trading periods, where we see our contact increase by 20%. Online chat represents a key milestone in our commitment to enhance our online experience for customers whether it’s self-serve or consultant assisted, and further supports our operational effectiveness strategy. Likewise, it gives our consultants a modern support channel that makes it easier for them to deliver great experiences to our customers,” said Mark Stevens, Director of Business Support at Agiito.
“This is another phase delivered from our digital transformation roadmap, and we continue to discover other initiatives in the pipeline to continually enhance the overall experience for our customers and consultants.”