Lastminute.com wants a chat

 

Trials instant online communications

Lastminute.com is trialling the use of online chat functions in its contact centre to help agents provide instant support to more customers

The feature benefits staff as they can have several chat sessions in place at once to resolve as many queries as possible.

Julian Kent, Lastminute.com senior customer services manager, said that when considering customer-facing systems, the priority is to give clients the ability to contact the company in any way they want, as well as ensure this flexibility continues as the range of technologies used to communicate grows.

The firm is using new functions in its existing software, provided on-demand over the internet by supplier RightNow, which already underpins the 2.5 million global customer transactions that take place with the online travel and leisure site each week. The system includes email, web self-service and phone services.

Some 500 Lastminute.com contact centre agents are using RightNow in North America, UK, Europe and Asia Pacific, providing support in 11 different languages, around the clock.

If customers cannot find answers to their questions on the web site they can raise an incident, which sends out an automated response with answer options. If this still does not answer the question the system alerts an agent to contact them.

“Customers get brought through to an automatic voice response call system for self-service but there is always the option to speak to a call centre agent,” said Kent.

Lastminute.com uses surveys to find out how customers want to communicate with the site and to understand how best to set out email feedback forms and structure phone calls.

“It is not that customers prefer using email or the phone to contact us, it just depends on the contact type,” said Kent.

“For example, if a customer is flying long-haul on a package deal, they will normally want to speak to an agent.”

Kent said a lot of Lastminute.com’s competitive edge comes from the speed by which it can update the web site.

“For example we use travel alerts supplied by RightNow through a template on its customer support pages, by which we can easily update users on problem travel areas, such as the bomb explosion that occurred recently in the Balearic Islands,” he said.

“An immediate travel alert went up on the web site where users could click through to media reports.”

Since the software was first deployed, Lastminute.com claims more than 50 per cent of emails and 20 per cent of calls have been diverted to the web site, allowing contact centre agents to respond to more critical queries.

“Customer experience is central to everything we do. We are able to ensure our customers get the personal, consistent and superb customer experience they deserve, no matter how they decide to communicate with us,” said Kent.

“We felt RightNow could support the scalability we wanted to handle the global volume of customer queries we have mixed with the need to provide tailored local market applications. Having the technology supplied via the cloud ensures that it is consistently scalable to our needs.”

itweek.co.uk @ 2010 Incisive Media


Lastminute.com wants a chat
 
 
 
Top Stories
Hockey flags billion-dollar Centrelink mainframe replacement
Claims 30 year-old tech is holding Govt back.
 
Ombudsman wants to monitor warrantless metadata access
Requests ability to report publicly.
 
Frugality as a service: the Amazon story
Behind the scenes, Amazon Web Services is one lean machine.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...

Latest VideosSee all videos »

The great data centre opportunity on Australia's doorstep
The great data centre opportunity on Australia's doorstep
Scott Noteboom, CEO of LitBit speaking at The Australian Data Centre Strategy Summit 2014 in the Gold Coast, Queensland, Australia. http://bit.ly/1qpxVfV Scott Noteboom is a data centre engineer who led builds for Apple and Yahoo in the earliest days of the cloud, and who now eyes Asia as the next big opportunity. Read more: http://www.itnews.com.au/News/372482,how-do-we-serve-three-billion-new-internet-users.aspx#ixzz2yNLmMG5C
Interview: Karl Maftoum, CIO, ACMA
Interview: Karl Maftoum, CIO, ACMA
To COTS or not to COTS? iTnews asks Karl Maftoum, CIO of the ACMA, at the CIO Strategy Summit.
Susan Sly: What is the Role of the CIO?
Susan Sly: What is the Role of the CIO?
AEMO chief information officer Susan Sly calls for more collaboration among Australia's technology leaders at the CIO Strategy Summit.
Meet the 2014 Finance CIO of the Year
Meet the 2014 Finance CIO of the Year
Credit Union Australia's David Gee awarded Finance CIO of the Year at the iTnews Benchmark Awards.
Meet the 2014 Retail CIO of the Year
Meet the 2014 Retail CIO of the Year
Damon Rees named Retail CIO of the Year at the iTnews Benchmark Awards for his work at Woolworths.
Robyn Elliott named the 2014 Utilities CIO of the Year
Robyn Elliott named the 2014 Utilities CIO of the Year
Acting Foxtel CIO David Marks accepts an iTnews Benchmark Award on behalf of Robyn Elliott.
Meet the 2014 Industrial CIO of the Year
Meet the 2014 Industrial CIO of the Year
Sanjay Mehta named Industrial CIO of the Year at the iTnews Benchmark Awards for his work at ConocoPhillips.
Meet the 2014 Healthcare CIO of the Year
Meet the 2014 Healthcare CIO of the Year
Greg Wells named Healthcare CIO of the Year at the iTnews Benchmark Awards for his work at NSW Health.
Meet the 2014 Education CIO of the Year
Meet the 2014 Education CIO of the Year
William Confalonieri named Healthcare CIO of the Year at the iTnews Benchmark Awards for his work at Deakin University.
Meet the 2014 Government CIO of the Year
Meet the 2014 Government CIO of the Year
David Johnson named Government CIO of the Year at the iTnews Benchmark Awards for his work at the Queensland Police Service.
Q and A: Coalition Broadband Policy
Q and A: Coalition Broadband Policy
Malcolm Turnbull and Tony Abbott discuss the Coalition's broadband policy with the press.
AFP scalps hacker 'leader' inside Australia's IT ranks.
AFP scalps hacker 'leader' inside Australia's IT ranks.
The Australian Federal Police have arrested a Sydney-based IT security professional for hacking a government website.
NBN Petition Delivered To Turnbull's Office
NBN Petition Delivered To Turnbull's Office
UTS CIO: IT teams of the future
UTS CIO: IT teams of the future
UTS CIO Chrissy Burns talks data.
New UTS Building: the IT within
New UTS Building: the IT within
The IT behind tomorrow's universities.
iTnews' NBN Panel
iTnews' NBN Panel
Is your enterprise NBN-ready?
Introducing iTnews Labs
Introducing iTnews Labs
See a timelapse of the iTnews labs being unboxed, set up and switched on! iTnews will produce independent testing of the latest enterprise software to hit the market after installing a purpose-built test lab in Sydney. Watch the installation of two DL380p servers, two HP StoreVirtual 4330 storage arrays and two HP ProCurve 2920 switches.
The True Cost of BYOD
The True Cost of BYOD
iTnews' Brett Winterford gives attendees of the first 'Touch Tomorrow' event in Brisbane a brief look at his research into enterprise mobility. What are the use cases and how can they be quantified? What price should you expect to pay for securing mobile access to corporate applications? What's coming around the corner?
Ghost clouds
Ghost clouds
ACMA chair Chris Chapman says there is uncertainty over whether certain classes of cloud service providers are caught by regulations.
Was the Snowden leak inevitable?
Was the Snowden leak inevitable?
Privacy experts David Vaile (UNSW Cyberspace Law and Policy Centre) and Craig Scroggie (CEO, NextDC) claim they were not surprised by the Snowden leaks about the NSA's PRISM program.
Latest Comments
Polls
Which bank is most likely to suffer an RBS-style meltdown?





   |   View results
ANZ
  20%
 
Bankwest
  9%
 
CommBank
  12%
 
National Australia Bank
  17%
 
Suncorp
  23%
 
Westpac
  19%
TOTAL VOTES: 1516

Vote