Flythomascook.com books RightNow for business growth

Flythomascook.com is to deploy RightNow’s customer experience management technology to support its business growth.

The on-demand service application that allows all customer information to be easily accessed, has already brought benefits to sister site thomascook.com, and will ensure the flight web site can respond quickly and accurately to increasing volumes of queries.

RightNow is working with flythomascook.com to make sure the application is fully populated with answers to all customer questions and that help links are positioned correctly on each of the web pages to encourage them to go from ‘looking to booking.’

The application can be tailored and scaled to match business growth and busy travel times of the year for the business which is 18 months old.

Tony Milsom, director at flythomascook.com, says as a new business in a competitive market, the site must provide a superb customer experience.

‘RightNow Service not only allow us to offer an excellent customer experience today but also offers us the necessary flexibility for the future as a fast growing and successful business.’

The site plans to pilot RightNow Voice, a voice recognition facility that allows customers to self-serve via the telephone by accessing the knowledge base of the application.

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