Royal Travel Advise Holidaymakers with Live Chat

Royal Travel’s humble beginnings originated in 1990 as a family owned business located in a small rented office in Manchester. Today the organisation has grown to be a multi-million pound international travel business.

The travel company prides themselves on their core values and culture, where their founders previously hand delivered airline tickets to their customers before the digital era of electronic tickets. They continue to run their physical store to provide a personalised service, alongside their online website.

Choosing the right holiday destination can be overwhelming for travellers, therefore Royal Travel’s consultants focus on the customer journey, and providing their expert advice to meet the individual’s requirements.

Royal Travel has recently added live ‘chat on your website’ software to help deliver their personalised service online. The communication channel instantly connects holidaymakers to a Royal Travel representative, who can answer their questions in real time via text based messages.

Scalability for Operational Needs

Royal Travel handles all enquiries via their internal contact centre. Some of their advisors may be allocated to phone and email enquiries whilst others have been dedicated to chat. Every representative can have their own unique user profile within the chat software and the application downloaded to their computer. This allows them easy access to the solution and managers to oversee who is logged in. User licences controls how many members of staff can be logged in at the same time. This can easily be scaled at any time to reflect operational requirements. 

Settings can also be configured to represent shift patterns. Login access times only allow representatives to log into the solution during select times; this ensures only authorised operators are using the software. Auto Log-off guarantees that any members of staff still logged in when they shouldn’t be are logged off at a chosen time.

Royal Travel aims to scale up their live chat service as the popularity and demand of the communication channel on their website continues growing.

Increasing Chat Uptake

One way that organisations, including Royal Travel, can increase their chat uptake is by introducing a proactive invitation. The timed image displays on the selected pages (whether all pages or specific ones) asking the visitor if they want to chat. This approach draws the visitor’s attention to the communication channel, pair this with using open questions such as “How can we help?” this gets the individual thinking about what they want to know, and can trigger questions to come to mind, therefore encouraging them to initiate a chat.

Complying with GDPR

The visitor facing aspects of the Click4Assistance solution are fully customisable. During initial discussions, Royal Travel expressed their interest to include an email opt in on their windows for visitors to receive the latest travel offers and holiday inspirations.

Collecting consent via the chat windows helps the organisation to comply with the latest data protection regulations that took effect last month. As they have expressed their expectations of receiving marketing emails which is then stored against the chat record and can be used as proof that consent was freely given.

When using chat for the sole purpose of the enquiry (answering visitors’ travel enquiries), the lawful basis for processing is ‘legitimate interests’, as it is a manner the individual would reasonably expect with minimal impact to privacy. It is only when using the collected details for marketing or other purposes that consent would need to be received and recorded regarding when, how and what was said during the interaction.

For more information on Royal Travel’s implementation contact our team by calling 01268 524628 or email theteam@click4assistance.co.uk.

Click4Assistance has been working with the travel industry for over 10 years. Our customers include Cruise and Maritime, USAirtours and Destinology. To find out more about how live chat can benefit your company take a look at our travel page.