Bedbank Hotels4U.com claims to be to driving more online bookings through improvements to its website.
The company has used Tealeaf’s customer experience management software to enhance the customer experience of using the site.
It found that approximately 30 customers a day received a card payment error.
Call centre staff now use Tealeaf insights to proactively contact customers that have abandoned their bookings.
Hotels4U.com created real-time alerts that notified the call centre team users struggled to complete a booking. Call centre agents can then contact customers to retake credit card details or ask for an alternate form of payment.
Conversion rates rose significantly and for certain errors, the company was able to recover 95% of the orders that were affected.