The RightNow system creates a dynamic and live FAQ system to support customer inquiries and any problems with search and booking products.
Colin Campbell, sales and customer care contact support manager at Lastminute.com, said: “RightNow Service will help us ensure that we provide customers with the information that they need, whether through the website or via a contact centre agent via phone or email.
“By consistently providing excellent customer service, we should increase conversion rates – that is assisting customers to turn from ‘looking to booking’.”
The system was initially installed as a pilot scheme on the UK & Ireland version of Lastminute.com.
The company said using the RightNow system, where information is loaded onto the system in real time, it was able to decrease email traffic by 40% during the initial furore over the launch of the UK government’s Air Passenger Duty scheme.
RightNow EMEA general manager Joe Brown said: “The world of today’s consumer is inundated with choice. The internet has empowered consumers like never before.
“Companies need to realise that if they do not provide their customers with great service, customers will quickly migrate to the competition.”