Opodo travel news
Virgin Atlantic launches live chat service
10 Aug 2012
Virgin Atlantic has implemented LivePerson Chat technology with the aim of improving customer service.
One of the main goals of the new facility is to make it possible for passengers to have their questions answered online in real time, removing the need for them to email or call.
The airline said the initiative has resulted in an increase in customer satisfaction scores to over 80%, while resolution times and costs have fallen.
John Giddings, general manager of Virgin Atlantic contact centres in the US and UK, said: 'LP Chat has become a core feature of our customer service programme, particularly in crisis situations, allowing us to reach a large number of customers with personalised support.'
Mr Giddings also revealed that plans are in place to increase the number of agents available to deal with passenger queries via live chat.
Virgin Atlantic operates a global network that includes flights to Sydney, Cape Town, New York and other popular destinations.
Opodo cheap flights, hotels and car hire - let the journey begin!
One of the main goals of the new facility is to make it possible for passengers to have their questions answered online in real time, removing the need for them to email or call.
The airline said the initiative has resulted in an increase in customer satisfaction scores to over 80%, while resolution times and costs have fallen.
John Giddings, general manager of Virgin Atlantic contact centres in the US and UK, said: 'LP Chat has become a core feature of our customer service programme, particularly in crisis situations, allowing us to reach a large number of customers with personalised support.'
Mr Giddings also revealed that plans are in place to increase the number of agents available to deal with passenger queries via live chat.
Virgin Atlantic operates a global network that includes flights to Sydney, Cape Town, New York and other popular destinations.
Opodo cheap flights, hotels and car hire - let the journey begin!
Archive
Quick search
News by categories
Latest news
