The Pro More-created tool allows visitors to connect with a representative of the company who can then guide users around the website or answer questions about products and services.
The live chat technology was rolled out onto the Thomas Cook website in March as part of its integration with the recently acquired Hotels4u.com.
The Bangalore, India-based representatives work for Pro More and are able to help visitors with payment queries, terms and conditions and destination information.
Head of LiveAssist for Pro More, Ali Subhan, told Travolution the tool is being used by around one in every 1,000 visitors to the site.
“When required, we are able to give the user a better understanding and assistance to help them through the site and booking process,” Subhan added.
The chat functionality works in a separate browser window so the user can navigate around the existing site as they receive live instructions.