Imagine this – a customer really wanted to purchase a holiday package. He came to your website and selected one, but he /she needed some more info before the booking. He/she tried to call you by dialing your customer care number but was told to call after some time as all of your customer care agents are busy assisting other customers. Being frustrated he/she left your website and naturally you lost that customer.

This is why engaging with your website visitors to offer instant assistance is very important. Adding live chat software for a website can help you to do so. There are many live chat for industries especially In the online travel industry, as a customer support system, live chat differentiates websites which will continue to grow by providing instant assistance to customers from the other ones providing very poor visitor experience.

Because of the convenience of online booking, like other sectors, the travel and tourism industry also is growing rapidly. Now travelers have started looking for more convenience and they tend to prefer those travel websites which provide the best customer experience.

Compared to other traditional support mediums like phone calls or email, where one agent can serve one customer at a time, a live chat agent can handle multiple chats. So in this way, the requirement of keeping extra agents can be eliminated which in other ways helps to save the overall costs for online customer support.

How can live chat minimize your customer issues in your travel business?

Let’s discuss how live chat can eliminate the issues, your visitors are facing:

Website navigation problem

Updating the design of your travel website does not mean that your website visitors will be able to easily browse the travel options, select, and then book. Even mobile responsive websites with great design can often be difficult to navigate by both the tech-savvy and general crowd. But with the help of live chat for online customer support, someone on your website will be able to offer help before they think about it.

Information overload in the travel market

With such a saturated market, full of hotels, flight, and travel operators comparison sites, there is a huge amount of info for the potential buyers to read through. So no doubt the competition is also huge. In such a scenario, if you can’t offer them something extra then you never know they may leave you and check some other travel websites.

When a visitor comes to your website to check the best travel deals, he or she must have queries regarding your offerings, best deals, and so on. With ‘Proactive Chat’, one of the unique features of live chat support for websites, you can directly engage with your website visitors to offer instant assistance. You may have all the info buried in several places on the website that the website visitor is not able to find but with the help of live chat software, your live chat agent can easily guide him to find those answers and help to get on his way to booking.

Try to engage to stop website abandonment

Do you know that the major reason for cart abandonment is payment issues?
According to WorldPay, ‘11% of basket abandonments are because of a payment being declined.’

Let’s take one example.

Just think that a prospective customer has got all the required info on your website for planning his holiday. Out of the whole online travel industry, he has decided you as his No 1 choice. He is about to book your holiday package but during an online transaction, his card details get rejected. He tries to look around for instant customer support services but does not get one. Being frustrated he leaves your website and starts checking some other travel & tourism industry websites. If a live chat solution was there, with your friendly support agent, this disaster could be easily avoided.

Some of the unique live chat features customer support system are:

1. Proactive Chat: Send invitations for initiating a live chat with website visitors anywhere on your website.
2. Click to Call: Allow website visitors to make web-based VoIP calls to your support agents directly from the website.
3. Queuing: It gives information to your website visitors regarding their waiting time in the chat queue and sets accurate response time expectations.
4. Facebook Chat Integration: Allow your customers to chat with you directly on your Facebook company page.
5. Chat monitoring: It allows you to monitor the detailed chat conversations between your website visitors and agents in real time.