Orbital Travel Conducts Live Chat on Your Website Tool

Orbital Travel are an independent specialist tour operator. Registered as a limited company in 2001, they started trading in early 2003 and begun setting sea initially with Egypt and Nile cruises for their first holiday programmes. They constantly review every Nile cruise boat they feature, to ensure that standards they demand for their clients are met.

Orbital Travel have been visiting all of the destinations on their website since their introduction, including:

• Croatia
• Cuba
• Maldives
• Naples
• Seychelles
• Venice

One of Orbital’s exciting perks is that new members of staff have the opportunity to try out each of the packages they sell at least once a year, to ensure the services and quality they expect for their customers are being maintained by their partners and accommodation services.

Improving Service

In order to support their high levels of customer service, Orbital Travel decided to introduce a live chat communication channel. Orbital chose UK provider Click4Assistance due to the exceptional value for money along with the high levels of support provided, and implemented the solution in March 2012. With intentions of improving their means of communication and customer service, they have also benefited from an increase in leads and a rise in bookings over the last 4 years.

How They Did It

Orbital customised the visitor interface to ensure continuation of the brand identity. Implementing a ‘sticky chat button’ on their webpages ensured wherever the visitor was located on the website, the ability to instantly communicate with an advisor remained in view. They also implemented a second link to chat at the top right of the page, next to their phone number, to ensure the channel was even more accessible.

Using both embedded and pop up style windows, Orbital have capitalised on the flexibility of the solution, ensuring every visitor has the option to communicate in the most suitable way.
When the chat button is clicked, a pre chat form is presented, which includes information regarding their ATOL registration and their membership of the Travel Trust Association.

Useful Functionality

With a number of destinations on their site, Orbital may find the auto navigation system the most beneficial. This feature allows operators to automatically redirect visitors to specific pages of the website, which replicates the experience of flicking through a brochure with a travel advisor in a bricks and mortar store. This allows advisors to make recommendations, upsell and assist with navigation of the website.

The Ongoing Relationship

Over the years, Orbital have built a strong relationship with Click4Assistance and regularly feedback during their account management reviews. They have even suggested enhancements to the software, which were added to the development schedule and incorporated as enhancements to benefit all clients.

For more information about how adding Live Chat on your website can help improve customer service, or to arrange a free demonstration of the solution, call our friendly team on 0845 123 5871 or email us at theteam@click4assistance.co.uk.