Is Video Chat The Future Of Travel Customer Service?

PHOTO: Potters Resort live video assistance (courtesy Vee24)

Customer service is getting more personal, and travelers and hospitality companies alike are reaping the benefits.

You no longer simply text chat with customer service agents online. Companies like Vee24 are taking it a step further, providing live video assistance and booking services for large brands, from tour operators to grand resorts.

In fact, Vee24 announced on Tuesday that partner Potters Resort in Norfolk achieved a 670 percent increase in bookings since replacing its text-based chat service with Vee24’s live video assistance solution.

Potters Resort, a five-star property encompassing 65 acres on the border of Norfolk and Suffolk, had been providing a live text chat service on its website for travelers and guests, but approached Vee24 because it wanted to go above and beyond for its customers.

“They overall put a huge emphasis on customer service and were really looking for new ways to raise the bar,” said Jim Keller, CEO of Vee24.

The results have spoken for themselves. Not only have the booking numbers been overwhelming, but Potters Resort also scored 4.9 out of 5 stars from customers in a recent survey conducted by Vee24.

Through Vee24, customers can go to Potters Resort’s website, click a sidebar and momentarily begin speaking with an agent via video, who is able to guide them through the booking process via co-browsing and screen sharing. Agents can display rich media to visitors, walk them through accommodation offerings, show them around the local area, highlight menus from surrounding restaurants and more. On top of that, no registration is needed to use the service.

Not only is this an effective way to do business, but it also reveals a bit about how the world is evolving these days.

“We really believe that this is the future for online customer experience,” Keller said. “I think these days that it’s very much validated when you look at things that are happening in the marketplace. Not only are folks much more comfortable with live video on things like FaceTime and Skype, but you also see great brands like Amazon investing.”

This hands-on, personal service also fits naturally with the travel industry, given there is generally a lot involved when booking a trip.

“Our best clients are the ones that put a huge value on customer service and, not surprisingly, hospitality fits right into the sweet spot,” Keller said.

In addition to Potters Resort, Vee24’s reach in the travel industry extends to companies like European booking agent Al Fresco Holidays and Switzerland Tourism. It also works with large companies in other industries, from Audi to Fox Sports to Land Rover to Loreal.

According to Vee24, its customers typically achieve a 400 to 500 percent increase in online conversion with assisted sessions, as well as a 25 to 35 percent increase in average order value.

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