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WhosOn Live Chat Solution Helps Travel Industry

E-commerce software specialist, Parker Software’s latest version of their WhosOn Web Visitor Tracking and on demand Live Chat Technology is in great demand from the travel industry, following research that suggests online travel agents and airlines need to work harder at improving the entire end to end website experience for customers if they are to build trusted, long term relationships that encourage customers to buy from them time and time again.

In the last year the company has seen sales of their WhosOn Software increase by more than 50% in the travel sector and the company believes the WhosOn live chat software is proving to be a powerful tool that the travel industry is using to increase sales and improve customer satisfaction.

Convenience is one of the key reasons customers come to an online airline or travel agent to make their travel arrangements. Therefore the key goal in setting up your chat system is to make it as easy as possible for your customers to contact you and get the information they need and in real time” says Parker Software’s Business Development Manager Ian Rowley.

Web visits can be one of the most valuable lead generation tools a business has, and Parker’s WhosOn software enables a more efficient and customer-friendly way of transforming online visitors into valuable leads” adds Ian.

WhosOn establishes a personal communication link online via live chat between the customer and the business and ultimately increases the likelihood they will establish a relationship with a sales representative, ask more questions and ultimately buy.

“By integrating WhosOn into our e-commerce site, we've seen a tremendous growth in viable leads for our business” said Tara Bradbury of Longwood Holidays, destination specialists in upmarket beach and tailor-made holidays to Egypt, Morocco, Jordan and Israel.

With WhosOn we can now speak to people more quickly and directly who may have previously visited the site but not taken their search any further. By qualifying our sales leads through a chat agent first, we have been more effective in converting sales from our site visits and have seen an increase in revenue from the Web since implementing WhosOn.”

Parker Software’s development team have been working over the last 12 months to further improve performance and scalability on the WhosOn Live Chat Software and have now introduced new features and improvements on existing ones such as Pre/Post Chat surveys, operator activity reporting, remote administration, customisable chat window themes, CRM integration, additional security and further enhancements to its unique live chat translation.

One of the key features that is proving popular with the travel industry is the live chat translation so that if someone connects to a website and their browser settings are in their native language their conversation and that of the online company operator will be translated, currently supporting 16 different languages, enabling companies to operate more freely and quickly without the need for translators in overseas markets.

Using the WhosOn live chat solution, any business can now answer questions from customers more directly, qualify leads, sell products and services, promote up-sell and cross-sell opportunities, and assist in the check out process reducing shopping basket abandonment, all in real-time.

Application is reliable, easy to use and simply runs on all windows based operating systems and can run on all web browsers.

Read how live chat works in the Travel Industry Here

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