WhosOn Live Chat Software For The Hospitality Sector
Today the hospitality industry has undergone the fastest growth of any online industry. A prospective traveler looking to book their next vacation / holiday excursion or trip is more likely to do so online. As a result of such explosive growth these potential customers are exposed to a wealth of online information and up to the second pricing information so they can command the best rates and options for their break within a single search!
Airlines, hotels, guest houses, travel agencies and excursion operators as a result of competition in the industry are subject to extreme price sensitivity and often operate on low margins. As a result of such price sensitivity it is essential for any business operating in this vertical, to ensure that any visitor to their site is captured in real-time and that those visitors are provided with a highly engaged experience whilst on the site to ensure that they not only purchase but they also want to return to the site in the future.
Operators within the hospitality sector have to walk a fine line between providing high levels of customer service and controlling online costs to ensure they get the best return. WhosOn Live chat is already proven in the hospitality industry, giving part of a successful online customer engagement strategy at low cost. The WhosOn Live Chat solution offers the hospitality industry the following key benefits:
- Improved Online Sales – Website visitors that utilize live chat are at least 3 times more likely to convert and order values are higher
- Improved Agent Productivity – The agents ability to handle multiple chats simultaneously compared to telephone instantly improves productivity
- Improved Online Leads and Conversion Opportunities
- Reduction in costs with reduced call and email volumes
- Improved Customer Satisfaction – Live Chat in a Hospitality website instills confidence for a visitor and improves customer loyalty
- Visitor Segmentations and Targeting ensuring website visitors are targeted at the right point at the right time with pro-active chat invites
- Advanced real-time analytics for improved agent insight including location, number of visits, chat history, time on page, referring website, search term, etc.
- The ability to push photos, booking forms and confirmation information directly within a live chat session, negating the need for email follow-up
From online bookings, flight enquiries, hotel and excursion packages and general advice about a particular destination, WhosOn Live Chat enables agents to pro-actively support their online visitors via click to chat. Whether a potential traveller comes to the site and selects a live chat session with an agent or if that visitor has been sent a pro-active chat invite or discount booking offer, via the auto invite rules engine within WhosOn Live Chat, which can determine how long a visitor has been on the site the number of pages they have looked at or if they have landed on a particular page and more, WhosOn live chat is helping the hospitality industry increase online bookings and improve customer support.
Agents can guide a visitor in real time through the site, they can even push a web page file or image directly to the visitor helping them select the most suitable flight, with the best airline or advice on a hotel in a particular location and brief them on the facilities, through to booking a serious of excursions and additional options such as travel insurance or upgrades, providing the ability to up sell and generate further online revenue.
WhosOn Live Chat for Hospitality helps a visitor to a website build trust with that particular organisation which in turn ensures a reduction in shopping cart abandonment rates. The ability to handhold a visitor and guide them through all of the options they are faced with ensures that the visitor has a memorable and rewarding site visit.
Whether WhosOn Live Chat is integrated in an independent operators site or within a contact centre environment the solution adapts to its environment to deliver cost effective customer support.
See Also:
Benefits Of Live Chat 
Book A Live Demo
Free Trial