Perspectives by i-Comm Connect

Transforming Customer Service in the Travel Industry - a Continued Study of AutoEurope

Posted by William Bass on May 22, 2018 at 3:07 PM

To stay ahead in the travel industry, it is essential to connect with a global population and to be able to provide your customers with first-rate service from anywhere in the world. TACTAL by i-Comm Connect provides top-of-the-line customer service by offering 24/7 online calling with just one click through any internet connected device. 

Auto-Europe

Success in the Travel Industry

The TACTAL call button offers a secure toll-free replacement when traveling internationally, allowing Auto Europe to address a larger international market. By expanding their global reach, Auto Europe is able to drive calls from countries they previously were unable to reach, resulting in an increase in sales and global support mechanisms. Additionally, they are able to support their customers at a much lower cost due to TACTAL’s web-based calling technology that reduces the amount of costly toll-free minutes. Currently TACTAL is supported on nine of Auto Europe’s sites: US, Canada, UK, New Zealand, Australia, Germany, France, and Italy. 

Ease of Adoption for Users

An impressive quality of TACTAL’s call button is the ease of adoption for both companies and users. The call button is simply generated through a self-administered panel, which generates just two lines of encrypted HTML code to place into the website. As for user adoption, the TACTAL button on Auto Europe’s mobile and desktop browser sites has proved to require very little advertising or instruction as customers have begun using it with ease. Just two months after Auto Europe first embedded a TACTAL call button into their website in December of 2016, calls through TACTAL already accounted for 6.7% of their call volume. It is clear that users are accustom to call-to-action technologies and no instruction or advertising is required for customers to successfully use the TACTAL call button. 

Implementation on the Italy Site

Auto Europe most recently added the call button to their Italy site in January of 2018. Italy’s site has been extremely successful in connecting calls quickly and successfully with new customers, demonstrated by the impressive and quick growth of TACTAL call minutes. As of May 2018, the Italy site averages 14 calls per day through TACTAL. The technology is able to read the user’s browser language and route the call to a representative that answers in that language. Thus, for example, Auto Europe representatives are able to distinguish an American traveler in Italy looking for support in English versus an Italian customer looking to make a reservation in Italian.

TACTAL calls through the Italy site have come from an astounding 56 countries. The countries that Auto Europe received calls from via the TACTAL call button on their Italy site are listed below:

 

United Arab Emirates

Albania

Argentina Republic

Austria

Australia

Belgium

Bulgaria

Benin

Brazil

Canada

Switzerland

Chile

Colombia

Costa Rica

Germany

Denmark

Dominican Republic

Egypt

Spain

Finland

France

Great Britain

Ghana

Greece

Hong Kong

Hungary

Indonesia

Ireland

Israel

Iceland

Italy

Jordan

Lebanon

Lithuania

Luxembourg

Macedonia

Malta

Mexico

Mozambique

Netherlands

Panama

Poland

Portugal

Romania

Serbia

Sweden

Slovak Republic

Thailand

Tunisia

Turkey

Taiwan

Ukraine

United States

Vietnam

The call volume through TACTAL on Italy’s site will only continue to grow as customers become aware of the call button. Additionally, with the pending release this month of Auto Europe’s mobile app with TACTAL call button integration, the volume of TACTAL calls will grow exponentially. Due to continued success, Auto Europe continues to expand implementation of TACTAL across their 84 country sites to increase their bottom line across the board and continue delivering the best service possible with this innovative calling solution.

Topics: TACTAL, Travel Industry, Customer Success Story

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