Customer
self service and sales consultant productivity
Providing simple, reliable methods for users to research information, buy products
or book services is paramount in running an efficient website. Examples of
this are:
- booking flights
- researching places to visit
- searching for locations
- researching prices
Sales representatives in travel companies are often bogged down with endless
telephone enquiries and a huge backlog of vague email requests for quotes.
Web
site tools that assist the customer in focussing on
their requirements coupled with efficient internal
systems to deal with enquiries can free up the sales
consultant to concentrate on focussed selling rather
than general enquiry handling.
Improved quality of lead
Most travel companies use complex internal booking systems to manage flight
and holiday bookings. However, efficient methods of managing sales leads are
often overlooked. Many sites use email to deliver sales leads in the form of
price enquiries. At best, these emails are forwarded to a particular department
for processing but rarely are systems in place to allocate and track the enquiries.
From a user perspective, the enquiry is not simply a free text email. The user
is led through a series of questions that provide the consultant with a considerably
improved sales lead.
