Orbitz beta-test’s live instant message customer support
October 11, 2006 |
Orbitz Live Chat proactively queries customers who might need additional support when searching for, selecting or booking a vacation package on Orbitz.com.
Orbitz began beta-testing live instant message customer support.
Orbitz Live Chat proactively queries customers who might need additional support when searching for, selecting or booking a vacation package on Orbitz.com. The beta test is powered by a select group of specially trained Orbitz teleservice experts who will support customers via the new instant message service. In its test phase, Orbitz customers who appear to be having difficulty searching for or booking a vacation product will be prompted and given the option to try the “live chat” service.
“Orbitz is dedicated to thinking ahead of the curve about what the customer may need to book a great trip, “said Randy Wagner, Chief Marketing Officer for Orbitz Worldwide, Americas. “Orbitz Live Chat is another dimension of the high-tech, human touch solutions that Orbitz gives customers, in this case, to make sure people can save a lot on our great vacation packages.”
Some of the criteria that could generate an offer for a customer to experience OrbitzTLC Live Chat, include:
- Customers receive some type of error message on site when searching for a vacation
- Customers’ credit card information is not processed at the close of the vacation booking path on site
- Customers experience longer than normal search session times when seeking a vacation package
“This technology serves two purposes for Orbitz.com. First, the communication service enables our teleservice experts to operate more efficiently in serving customers in need, and second, Orbitz Live Chat will help our business grow by completing bookings,” said Bahman Koohestani, Chief Information Officer for Orbitz Worldwide.
Orbitz’ heritage of technology innovation continues, following the company’s launch of Orbitz Mobile Access, Orbitz Insider Podcasts, RSS Feeds and the well known Orbitz Alert System. Orbitz Alerts continue to update customers on flight departure and arrival delays, gate changes and cancelled flights. The alerts notify Orbitz customers and can also contact a preset list of up to six friends, family and business colleagues via phone calls, SMS text messages to wireless devices and emails.
Orbitz Live Chat is being deployed in partnership with LivePerson, Inc.
“We’re excited that Orbitz has chosen to partner with LivePerson on this strategic initiative,” said LivePerson chairman and CEO Robert LoCascio. “Orbitz has long been a pioneer in leveraging technology to deliver world-class customer service. By combining our engagement marketing platform with Orbitz’s travel expertise, Orbitz Live Chat will aim to set a new standard for customer service in the online travel industry,”
LivePerson is a leading provider of hosted online conversion solutions, including live chat, live call, email and self-service knowledge database. LivePerson serves more than 4,500 companies worldwide, providing solutions to increase sales, customer satisfaction and loyalty, reduce service cost and improve agent productivity.
Related Articles
The incredible shrinking airline
02 Jul, 2009 | Online Travel
Amadeus unveils new mobile solutions
02 Jul, 2009 | Online Travel
Kayak to Bing: Stop copying us!
30 Jun, 2009 | Online Travel
Booking business trips directly from Microsoft Outlook
30 Jun, 2009 | Online Travel
Information key feature for tourism social networking
25 Jun, 2009 | Online Travel
Tech, price, family drive US vacationers
25 Jun, 2009 | Online Travel
Hotel reviews and objectivity
25 Jun, 2009 | Online Travel
Summer travel trends according to hotels.com
23 Jun, 2009 | Online Travel
S.F. 1 Expedia 0
23 Jun, 2009 | Online Travel
U.S. spending on travel, tourism dropped 5.9% in first quarter
18 Jun, 2009 | Online Travel
Most Popular Articles
How to maximize your hotel’s GDS distribution
30 Jun, 2009 | Hospitality Industry
PKF sees hotel rates continuing to fall in 2010
17 Jun, 2009 | Hospitality Industry
If you discount, do so carefully
18 Jun, 2009 | Hospitality Industry
Summer travel trends according to hotels.com
23 Jun, 2009 | Online Travel
Luxury brands waking to a new reality
18 Jun, 2009 | Hospitality Industry
New hotel review site launches with independent, expert reviews
24 Jun, 2009 | Hospitality Industry
Hotel technology moving into the cloud
24 Jun, 2009 | Hospitality Industry
Destination marketing in the age of Web 2.0 and beyond
16 Jun, 2009 | Online Travel
Information key feature for tourism social networking
25 Jun, 2009 | Online Travel
“Thriving” not just “surviving” in a depressed economy: Tips for the independents
17 Jun, 2009 |
Economic Downturn
Rate integrity in a down market
02 Jul, 2009 | Hospitality Industry
The incredible shrinking airline
02 Jul, 2009 | Online Travel
U.S. spending on travel, tourism dropped 5.9% in first quarter
18 Jun, 2009 | Online Travel
If you discount, do so carefully
18 Jun, 2009 | Hospitality Industry
Luxury brands waking to a new reality
18 Jun, 2009 | Hospitality Industry
Travelocity says book now
17 Jun, 2009 | Online Travel
LHW courting guests discreetly with sweet deals
16 Jun, 2009 | Hospitality Industry
The new normal, according to McKinsey
11 Jun, 2009 | Internet Marketing
Pressure on hotel rates not likely to go away soon
04 Jun, 2009 | Hospitality Industry
Travelocity issues ‘Traveler Confidence’ report
03 Jun, 2009 | Online Travel
New study reveals changes in leisure travelers’ online search behavior
02 Jun, 2009 |
Marriott launches ‘Deal of the Day’, exclusively on Twitter
02 Jun, 2009 | Hospitality Industry
Expedia makes airline no-fee policy permanent, eliminates hotel cancel/change fees
28 May, 2009 | Online Travel
The new high-end consumer
28 May, 2009 | Internet Marketing
Hoteliers most concerned with marketing ROI
26 May, 2009 |














