Start Utazas goes for proactive customer service with voice, video and text chat capability

Hungarian online travel portal Start Utazas has launched what is being termed as “the industry’s first proactive live voice, video and text chat capability developed exclusively for sales and customer service on the company’s website.”

Published: 30 Jul 2007

Hungarian online travel portal Start Utazas has launched what is being termed as “the industry’s first proactive live voice, video and text chat capability developed exclusively for sales and customer service on the company’s website.”

Through the service, powered by Skymol Communicator and StartUtazas platform, the portal can now identify and engage site visitors most likely to abandon self-help or call for assistance and pro-actively offer an immediate, live, voice-, video- and text-based chat with a sales support specialist. By pro-actively offering real-time online assistance to customers, Start Utazas highly increased agent productivity during the initial implementation and realized customer satisfaction levels higher than similar service channels.

The portal has approximately 0.5 million visitors and 4 million page views every month.

Karoly Geri, CEO, Start Utazas said. “We’re taking online customer service to the next level by identifying the customers most likely to need help and enabling them to resolve their issues before they pick up the phone or send an email or just leave our website.”

Proactive voice, video and text chat invitations are driven by a sophisticated business rules engine that identifies visitors based on specific online behavior.

For this initial deployment, Start Utazas partnered with Skymol Corp., a provider of on-demand online conversation solutions using live voice, video, and text chat communications, to develop business rules to identify returning visitors and provide them live sales assistant.

Related Reads

comments powered by Disqus