Fonolo, a Toronto-based company that improves the call center experience by replacing hold time with a call-back, continues to grow its portfolio of world-class partnerships with Thomas Cook , one of the world’s leading leisure travel agencies. With the addition of Fonolo to the Cruise Thomas Cook website, consumers can easily request a call-back from a travel representative with just one click – eliminating phone menus and hold-time. Fonolo’s interface provides a convenient experience for callers and a secure, seamless process for call center agents.
“As more and more people book their travel online, forward-thinking companies like Thomas Cook are developing customer service strategies to simplify interactions with their customers. Technologies like Fonolo make it seamless to escalate from web to voice, while preserving the context of these transactions,” said Shai Berger , CEO, Fonolo.
According to a 2012 study from American Express, for complex purchases like travel, customers preferred talking to a live person on the phone two-to-one over simply using a website. Offering call-backs makes it easy for customers to reach an agent, removing a key barrier from purchasing online.
“At Thomas Cook, we’re committed to giving our customers the best experience possible. This means anticipating their evolving needs and always being one step ahead with innovative products and services,” said Paul Hopkins , Director of Customer Experience, Thomas Cook . “Fonolo’s proprietary technology helps us give our customer back what they value most – their time.”
Fonolo’s cloud-based solution required no changes to their call center, so Thomas Cook was able to deploy this new functionality in a matter of days. Thomas Cook began offering Fonolo service to its customers in March 2013.