Travel / Hospitality

More than 90 travel and hospitality companies such as British Airways, easyJet, thetrainline.com, Thomas Cook, Travelocity, Orbitz, and Expedia use RightNow’s travel and hospitality CX solutions to turn their lookers into bookers while driving down costs and increasing revenue.

“RightNow transforms the way companies leverage the web to deliver information to internal and external constituencies so we can immediately answer our customers’ questions 24 hours a day no matter where they are in the world—and significantly reduce our phone- and email-related contact center costs in the process.”

- Campbell, Travelocity

RightNow’s Travel And Hospitality Solutions Convert Lookers To Bookers

RightNow’s travel and hospitality solutions s help to convert their lookers to bookers while staying on top of regulatory changes and quickly responding to ad hoc events, all while reducing operating costs and improving the customer experience.

Convert Lookers To Bookers

Cross-sell and up-sell travelers based on their interests
Provide critical information during the booking process such as taxes, fees, and regulatory information
Increase online tickets purchases through live chat and co-browse
Drive increased booking capacity through segmented email communications and offers

Improve Customer Care

Deliver a single, seamless conversation with customers across all communication channels–phone, online, email, web, chat, social media, or in person
Empower agents with complete visibility of past customer bookings and interactions
Immediate access to the information required to help each consumer
Gather feedback from customers and take immediate action
Support outsourcers, blended agents, and at-home agents with one application across all support organizations

Reduce Costs

Reducing inbound email by 30 – 70%
Reducing inbound calls by 10 – 30%
Improving agent productivity by up to 20%
Reducing agent training time in support of seasonal spikes

Travelocity

RightNow CX supports Travelocity’s differentiated customer experience by delivering accurate, up-to-date knowledge wherever it’s needed. Whether directly via the web, or indirectly through a Travelocity employee or an outsourced contact center agent using the company’s intranet to look up a piece of information, customers receive consistent information across the board. The result is a self-service resource that delivers nearly 300,000 answers to site visitors every month for Travelocity across all of its brands, and is in constant use by the company’s contact center staff.

British Airways

BA initially deployed RightNow CX for AskBA, a customer service implementation that answered 55,000 customers’ questions every week, delivering significant savings in the contact center. BA has also deployed RightNow CX to support its Executive Club loyalty program. With RightNow CX, BA was able to simplify internal processes so that all Executive Club related information could be streamlined into a common system for use across multiple contact channels. The system allows agents to add their own expert knowledge, which can then be viewed by colleagues while on the phone or responding to emails.

Flythomascook

In just two years since its launch, flythomascook.com has carried over half a million passengers to and from ‘sunshine destinations’ around the world. They chose RightNow CX to help them keep up with the growing volume of customers and their questions. In addition to reducing inbound email and call volume , they wanted to increase the ‘looking to booking’ rate. They were able to increase conversions by 50% above target by leverage RightNow CX within the booking process.

Air New Zealand

Air New Zealand, New Zealand's national carrier, continually looks for ways to improve customer care. Air New Zealand selected RightNow CX to help them. They saw an immediate ROI with over 10,000 customer queries handled online each day during an extraordinarily hectic time, and calls about frequent-flyer programs cut in half. An additional benefit has been improved staff training. With RightNow CX, they find that coaching staff on handling inquiries is simplified.

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