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Livehelp for the Travel Industry – Case study

Mr.Sujeet Kumar, a software engineer, just got to know that his leave application of 6 days has been approved and is very thrilled about the same. He has decided that he will go on an adventure holiday to Malaysia along with his wife. But then the time is very less & so many things to do, destination, packages, budget, ticket availability & many other things. Mr.Sujeet is doubtful whether he can make all the arrangements in time. The first thing that clicks his mind is to search on the net & get the required information.

Mr. Sujeet had been already getting some direct mailers from couple of travel companies with attractive promotional offers. Hence Mr.Sujeet decides to go through these offers. He also knows that Thomas cook is a place where he can get almost all the information and a number of different packages which can suit his budget, destination and other requirements. Mr.Sujeet opens the website of Thomas cook. Simultaneously he is also going through the direct mailers which he had received from various travel companies. Mr.Sujeet also goes on a popular search engine and searches for “Malaysia holiday packages”. When Mr.Sujeet visits www.thomascook.com, he gets to see various sections on the website. He is somehow confused as to where can he get the precise information he is looking for. He then clicks the holiday section. In the Holiday section he gets to see the map & selects Far East. On selecting Far East, he gets many results.

Mr.Sujeet is really confused as to which link he should view cause he is not at all in a mood to view all the links. Mr.Sujeet opens the first link i.e., Bintan (3 days)

Sightseeing & Attractions

Holidays

Far East

Savour the romance and the mystique of the Orient; a blend of tropical scenery, beautiful white beaches, modern cities and traditions. The hustle bustle of Hong Kong, Bangkok, Malaysia, Singapore characterise the Asia spirit. Thomas Cook celebrates this spirit by offering breathtaking packages to all parts of the Orient.

Indonesia Starting From Bintan (3 days) Experience a weekend of blue skies, pina coladas, Indonesian food, white sand beaches, waving palm trees and lots more. USD 153 Bali Super Saver (3 days) Experience the serene endless beaches, Indonesian wine, pina coladas and lots more in this amazing holiday at an unbelieveable price. USD 65 Bali Beyond Experience (4 days) Enjoy a relaxing holiday on the paradise island of Bali with the palm-fringed beaches, pina coladas, Indonesian wine and lots more. USD 72 Thailand Malaysia , Singapore Starting From INR 35,250 + USD 510

Sightseeing & Attractions

Holidays > Far East

Bintan

Inclusions | Accommodation | Itinerary | Terms & Conditions

Prices are per person and reflect land costs only.

INCLUSIONS

2 nights - 3 days accommodation Breakfast Complimentary two way transfers in Bintan Island (Ferry Terminal – hotel – Ferry terminal) Complimentary welcome drink by hotel

ACCOMMODATION
Room Type	Validity	Single	Twin	Triple
Bintan Lagoon Resort
Deluxe Room	November 1, 2004 - March 31, 2005	271	153	148
Deluxe Sea Facing Room		313	176	165
Bintan Lagoon Resort Villa
Sea Facing Angsoka	November 1, 2004 - March 31, 2005	1281	660	648
Non-Sea Facing Angsoka		1210	625	613
Buganvil		920	478	466
Cempaka		778	408	396
Nirwana Resort Hotel
Superior Room	November 1, 2004 - March 31, 2005	222	129	124
Deluxe Room		260	148	140
Banyu Biru Villas
Belantara Villa	November 1, 2004 - March 31, 2005	596	318	306
Buana Villa / Suria Villa		738	389	376
Mayang Sari Beach Resort
Garden View Chalet	November 1, 2004 - March 31, 2005	235	136	129
Sea View Chalet		282	160	153
Indra Maya Villa
Hill Side	November 1, 2004 - March 31, 2005	1061	549	537
Sea Front (Three Suite)		1132	585	573
Sea Front (Four suite)		2784	1410	1387

Looking at the itinerary he realizes that the package is not what he wants & thus goes on the next link, after viewing 4/5 links, Mr.Sujeet is very confused cause every package had a bit of what he wanted but none of the package had everything what he wanted. Mr. Sujeet is now feeling tired going through the various links. Mean while even the mailers which Mr.Sujeet had received didn’t had the information which Mr.sujeet exactly required.

Even the search engine results were very broad & not precise with many more options. Mr.Sujeet does browse through couple of links in the search engine but in vain.

Mr.Sujeet didn’t really had previous experience of an holiday to Malaysia & thus thought about talking to some of the travel operators in the town. He went through the yellow pages and gathered information of few travel operators. Mr.Sujeet called up couple of travel operators but after calling them, he realized, he can only get the required information by visiting them & not on phone. Mr.Sujeet decided to visit the travel operators the next day.

Mr.Sujeet, meanwhile consulted few of his friends who had been to Malaysia, but all had different views, all suggested him different options. Mr.Sujeet visited the Travel operator but then the sales people where forcing him for a typical promotional package which he didn’t want & when asked for some other packages the sales guy didn’t had the adequate information.

Mr.Sujeet by now has already lost 3 days & he is now reconsidering his holiday plans. & so are the travel companies losing one of its hot client.

Mr.Sujeet is desperately looking for guidance & precise information from someone in the industry.

Mr.Sujeet then comes to know about Travel Sites with LivehelpGenie tool, where he can get online information & support from the companies directly.

Mr.Sujeet the logs on to the net & visits the website www.travelcompanyname.com. As soon as he logs on to the site, he gets a similar look as in the other websites which he has already visited, but then Mr.Sujeet has a smile on his face. Looking at the symbol of online support chat, Mr.Sujeet feels as if his problem might get solve. Mr.Sujeet clicks on the link & is now ready with all his questions in his mind. Mr.Sujeet starts shooting the different queries which he has in his mind to the Customer Support Executive, he is chatting with.

The Customer Support Executive on understanding the problem of Mr.Sujeet Escorts him to the required information

Mr.Sujeet is really happy on getting the precise information, After going through the information, Mr.Sujeet had some more queries and doubts in his mind & he is now, free enough to get those things cleared from the Customer Support Executive who is trained to provide the customer support

Mr.Sujeet, within a very short time has already zeroed on to basic 3 packages & is trying to make a decision. Suddenly the customer support executive comes up with something, which brings lots of smile & cheer to Mr.Sujeet. Yes the customer support executive offers a promotional offer to Mr.Sujeet regarding one package which is too good for Mr.Sujeet to resist. MiSupport has done Proactive Sales for the company.

Mr.Sujeet has now finalized the package, & the customer support executive gathers the information about Mr.Sujeet & informs Mr.Sujeet about the prerequisite. Customer Support executive coordinates with the sales department & makes arrangement so that the sales executive collects all the documents from Mr.Sujeets residence. Operator – Operator Chat

Mr.Sujeet has already started packing for his travel.

Thus we see how LivehelpGenie can make a difference to the travel business. It helps travel agencies provide customer support, escorted browsing and proactive sales support.