Caravan Club revamps query system
Web-based customer service system handles 96 per cent of queries
Touring organisation The Caravan Club has implemented a web-based customer service system to cut down customer calls and emails.
The new system is handling 96 per cent of queries and provides immediate responses to online queries from the organisation’s 900,000 members, most of whom access its web site outside of office hours.
The system, Metafaq Ask a Question from vendor Transversal, has been deployed as part an overhaul of The Caravan Club’s new web site, which went live late last year.
Natasha Shane, head of ecommerce at the Caravan Club, says the main aim of the rollout is to improve customer service by providing 24/7 responses.
‘We had fairly static FAQ pages within each section of our web site that members had to trawl through,’ she said.
‘Now visitors can type in a key search term instead of scrolling through all the questions and answers to find what they are looking for.’
Shane says one of the main benefits of the system is the way data is constantly stored and accumulated to build a comprehensive store of FAQ answers.
‘If a member does not find an answer they can submit their question and we will send a private response and then add their question to our FAQ database,’ said Shane.
‘In that way the database grows as we add questions on a daily basis.
Using Metafaq is also helping the organisation meet increased demand at peak times, in the summer and January, the two periods when most caravanning holidays are booked.
Shane says the system costs less than £2,000 per month and is more cost effective than opening the office out of hours to answer customer queries.
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