Jovago.com, Africa’s leading online hotel booking platform announces the incorporation of the “LiveChat Feature” on their platform designed to facilitate real time communication between customer service and users. Apart from offering real time guidelines and advice to travelers, the feature is also designed to issue analytical reports on customer interaction and service review thus creating a good basis in molding the department’s customer care approach.
Speaking of the new feature, Elizabeth Mbugua – Head of Customer Care for East Africa region described the technology as “quite effective means for client interaction” She cited that having real time communication with clients helps integrate a human face to online businesses thus creating trust and credibility, “it goes to say that our customers can ease off any travel anxieties that come with online hotel booking, we establish a relationship beyond the website’s interface”.
The feature, which appears on the bottom right of the platform’s check-in page is also able to process Analytical Report on a day’s work, illustrating the number of online chats exchanged by a particular customer care personnel, their problem-solving ability and any pending Chat requests.
“Apart from saving on a customer’s wait time and issuing immediate response to a guest’s request, LiveChat will also help the company in drawing its marketing strategy as we can now engage customers in real time review as well as from the daily Reports” explained Tom Putnam, Head of marketing.
Jovago has been in the forefront of promoting e-tourism in Africa by providing proactive solutions to the frontier. Among other aspects Jovago.com has an extensive network of close to 10, 000 hotels in Africa with optimum online exposure on its booking platform and about 195, 000 outside of Africa. The company is also involved in promoting/pushing the E-tourism agenda through related seminars and conferences mostly hosted under tourism forums.
For a practical demo on Jovago’s LiveChat, visit www.jovago.com
For a global consumer study on the effects of “LiveChat” visit:ATG Global Consumer Study
