Thomas Cook travel agents to intervene during online bookings

LONDON - Thomas Cook is launching a four-month trial of a new online chat feature in its holiday bookings service.

The travel company is introducing live web chat to guide online customers through the process of buying their holiday with travel agents interrupting people on to ask them if they require help with their booking.

Thomas Cook claims the service acts as the missing link between online and face-to-face interaction. Based on agent availability, customers are sent an invitation to speak to a specialist who can help with their online journey and booking.

Chat invites are triggered if an error message appears on the payment page, or if the visitor has undertaken a specific search and been on the results page for a certain period of time.

The principle is to identify and target customers who want assistance, so they can be guided to the pages and information they wish to see.

At the end of the conversation, the chat transcript can then be emailed to the customer so they have it for reference. The customer is also invited to rate the service and the adviser.  If the four-month trial proves successful, the facility will be rolled out to support a wider range of Thomas Cook brands and products.


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