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.