Haven has increased sales by 5% after employing Eptica, a multichannel customer interaction software provider, to manage inbound calls and improve its website.
The UK family holiday operator is using web customer service software from Eptica to manage calls to its contact centre and improve the customer’s online experience, after the trend towards domestic breaks put pressure on both channels.
As a result, Haven has reduced the volume of inbound emails by 46% and cut email handling times by 40%. In four months, Haven’s strategy of diverting routine questions online and redeploying support staff to respond to holiday enquiries has increased its sales 5%.
The operator has redeployed agents from the internet customer service team into the sales team, which has reduced customer service costs and achieved an increase in contact centre conversion of calls to sales by 5%.
Sean Power, sales manager at Haven Holidays, said: “Prior to Eptica our agents were handling a high volume of routine, frequently asked questions that were hindering our sales conversions.
“Due to Eptica successfully answering these questions on our website, we’ve improved customer experience, reduced inbound emails by 46% and our agents are consequently able to spend more time helping customers pick the best holiday option for them which in turn has increased our sales conversion rates by 5%.”