Opodo Selects RightNow to Improve Customer Service

22nd Mar 2004

RightNow Technologies today announced Opodo
has selected RightNow Service as its strategic platform for integrating its multi-lingual online and offline customer service operations.By leveraging RightNow’s self-learning knowledge base and customer case management system across its web and email channels, Opodo will significantly increase the quality of the customer care it provides, while reducing operational costs.

Providing superior self-service is critical to Opodo’s business and this is particularly so on the web, as a vast majority of its customers already make bookings and manage their accounts online.  RightNow has built a self-learning knowledge base that uses artificial intelligence to analyse and sort queries so that the most popular and useful answers come to the top of an extensive list of Opodo knowledge items on the web site.  This enables Opodo customers to find answers to most of their questions almost immediately, minimising their need to telephone or email the company.


“RightNow allows us to rapidly gather and implement customer feedback, providing a real-time online support channel to our customers that is continually updated based on the questions they ask,” Vincent Bourke, Operations Director at Opodo, said.  “We have also put this customer-driven knowledge base in the hands of our call centre operators, to ensure they provide our customers with the highest quality of care.”



Another major factor in Opodo’s selection of RightNow was RightNow’s hosted application delivery model, which allows Opodo to enjoy all the benefits of RightNow’s technology without any of the capital costs and management burdens sometimes associated with internally deployed enterprise applications. 


Opodo has deployed RightNow in English, French and German to support its presence in multiple European markets. 


“Travel organisations face the challenge of having web customers that often want immediate answers to their questions concerning their travel needs,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said.  “RightNow has a strong track record of delivering success in helping travel organisations meet the needs of their customers and create world-class customer service organisations.  We look forward to working with Opodo, and making customer service a true differentiator for their business.”



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