Those viewing cruises online can request a video call, for face-to-face interaction with a member of the Fred. Olsen team. Operated by video call specialists Talkative, the system automatically assesses whether the customer is using a device with a camera as well as the strength of their connection. A member of the team will call them via telephone if a video call is not an option. Both the caller and the team member can see the same screen view at the same time.
Anyone browsing a cruise on the Fred. Olsen Cruise Lines website will see a message offering a video call, as long as an advisor is available at that time.
Building relationships, solving queries
Clare Ward, director of product and customer service, Fred. Olsen Cruise Lines, said, ‘...This new video system allows us to build relationships with those looking to sail with us, whether it’s for the first, fifth or fifteenth time.
‘The ability to see a friendly, smiling face can make all the difference when it comes to booking a holiday, and the screen-share facility will enable us to better solve queries as we will be able to see exactly what the guest is seeing.’