lastminute steps up customer service

The group is improving its customer service with the overhaul of the Frequently Asked Questions sections of its sites.

The leading online travel and leisure agency group is rolling out Right Now Technologies’ Service system across all its brands, which include, Travelocity, Holiday Autos, and Referber in the Nordics.

In total, RightNow will power the FAQs section on 12 sites in seven different languages, French, German, Spanish, Norwegian, Swedish, Danish and Italian.

The deal follows a successful pilot scheme, which coincided with the Government’s decision to double Air Passenger Duty.  APD information was uploaded to the FAQs section of the main site and received a massive 7,000 hits. The quality of the information reduced the need for customers to contact again and led to an impressive 40% decrease in emails through to Customer Services. was also able to use the technology to update the latest information surrounding the Glasgow Airport terrorist attacks, ensuring all customers affected had the most up-to-date information available.

ADVERTISEMENT customer contact agents will also have access to the on-site information. As a result, customers will receive consistent and up-to-date information whether they access via the Internet or the telephone. Sales and Customer Care Delivery Manager Colin Campbell said: “We are now able to make superb customer service a reality, by making sure customers have the information they require.”

RightNow Technologies General Manger EMEA Joe Brown said: “The internet has empowered consumers like never before.  Companies need to realise that if they do not provide their customers with great service, customers will quickly migrate to the competition.  By providing customers with the support they need via RightNow, the group is helping to ensure that its customers are receiving the excellent customer experience they deserve and expect.”