RightNow Technologies, today announced a deal with ZUJI, a Travelocity company and leading online travel company in Asia Pacific. ZUJI chose RightNow as part of its ongoing commitment to improve customer experience and to best handle customer enquiries through its call centre.
It is estimated that up to one third of online customers use online help or look for travel guidance online, so the quality of information that ZUJI provides to customers through its website is particularly important. By working with RightNow, ZUJI will empower customers with information at their fingertips - knowledge that helps them make travel shopping decisions more quickly and easily. In turn this is expected to reduce the number of calls to the sales and customer care centre.
The deployment will be delivered in both English and Chinese languages by January 2007.
Elynn Lorimer, director of product development for ZUJI, said, "We chose RightNow as it's an excellent solution for an online company. We receive thousands of online visitors everyday. And since travel can be a complicated product to shop for - with fare restrictions, cancellation policies and numerous hotel choices - our customers have many questions. Therefore, the ability to provide information in a consistent, user friendly way while they are shopping for travel was a big driver for us in choosing RightNow.
"Providing immediate, accurate and relevant knowledge 24 hours a day, will give our customers greater confidence to make their travel bookings online.
"Our parent company Travelocity uses RightNow in the US and after evaluating alternative solutions we felt it was the best option for us in Asia Pacific too.
"Central to the project is RightNow's knowledge foundation. This lets us update information simultaneously across different websites and booking paths such as air, rail and accommodation, providing a level of consistency that could not be met by our content management system. This in turn enables our sales and customer care team to more efficiently access knowledge they need to effectively handle customer calls,"Â said Elynn.
Alison Higgins-Miller, RightNow's vice president Asia-Pacific, said, "The travel industry is notoriously competitive. This is why it's essential to make online travel sites as 'sticky' as possible. Providing customers with knowledge across the entire site helps them make instant decisions and means that the chances of moving a customer from 'looking to booking' are much improved. This makes their experience more seamless and ultimately improves revenue for the vendor."Â
ZUJI adoption of RightNow to help it deliver enhanced customer experiences is part of a growing trend amongst travel companies. Globally, RightNow works with more than 15 airlines and many more travel and leisure e-commerce sites. Brands such as Air New Zealand, British Airways, Swiss Air, and US Airways are all benefiting from RightNow's travel and leisure expertise that helps build customer loyalty while managing operational costs.
By RightNow Technologies
Posted January 3rd, 2007 by Nymphadora
