Fred. Olsen Cruise Lines has chosen Zolv to provide its call centre technology, through which “visual conversations” can be had to help sales.
Zolv’s Full Picture software allows travel agents and consumers to join a shared session online, through which agents can send photos, videos and brochure pages to customers’ screens in real-time during a call.
Zolv says the technology adds a “wow factor” to the call as customers, typically, are not expecting to be shown images and videos of their possible holiday if booked via a call centre.
The travel tech company says this gives agents the chance to offer customers a “richer experience” when discussing their potential cruise on the phone.
Customers can see deck plans of the ships, view room types and amenities on board. It can be circulated to agents en masse and give them a visual understanding of the ship if they are unable to visit themselves.
Sharne Jones, reservations, training and development co-ordinator at Fred. Olsen Cruise Lines, said “We have a large amount of sales over the telephone directly from customers and agents alike. Our product is extensive, there are four distinctly different cruise ships with several grades of room to choose from, and award winning itineraries that operate from many different departure ports.
“Full picture has allowed us to successfully launch our exciting new river boat, Brabant, to our loyal guests as well as capturing a new clientele. Being able to share imagery and videos at the point of sale has been invaluable in ensuring the guest knows what they are buying.”
Since Solv’s Full Picture technology has been implemented at Fred. Olsen, the cruise line has seen agents, using Full Picture on 70% of calls, increase conversion rates to an average of 20%.