Thomas Cook expands online agent support

Thomas Cook expands online agent support

Press release – 19 August 2008 – Thomas CookRightNow

Thomas Cook has added a powerful new online help tool to its trade information website to provide agents with fast and easy access to information essential to serving their customers as quickly as possible.

The new functionality, nicknamed Ask Thomas, is powered by customer relationship management software from RightNow and gives frontline agents the ability to access a knowledge database that provides speedy responses to enquiries. With agents better equipped with useful information, the travel company anticipates reduced handling and hold times and an increase in the number of calls answered.

Ask Thomas typically answers agent questions with two to three lines of text.  In addition, it links answers to additional information that may also be helpful. Agents can rate the usefulness of the information provided and give additional feedback, which is used to improve the knowledge base.

“With this new service, agents can be confident that they have fingertip access to knowledge specifically tailored to meet their needs swiftly and effectively. This is a win-win for both customer and agent – customers will be served more efficiently, while agents will find it easier to handle enquiries,” said Marc Bennett, Thomas Cook’s director of commercial relations.

The trade information website,, is designed to provide as much information and online functionality as possible for the Thomas Cook tour operating brands – e-brochures, news and updates, special needs forms, building work updates and much more. It is continually being enhanced and expanded, with Ask Thomas the latest addition. Thomas Cook staff also use the site to ensure the same information is consistently provided when handling calls from the trade.

Agents can register by logging on to and clicking on the register tab on the left hand side. The site is also available to Thomas Cook and Going places stores via their internal intranet. More than 17,000 consultants and stores have registered since its launch.

Thomas Cook also uses RightNow within its consumer websites including and Thomas Cook brands MyTravel, Airtours, and have been RightNow customers since April 2005.

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