Before
Internova Travel Group is an industry-leading travel brand representing over 6,000 travel agencies worldwide. With headquarters in New York City and a presence in 80 countries, the organization’s agencies and expert travel advisors are well-renowned for providing a high level of travel expertise to their customers - both online and off.
As such, when Internova sought to update its customer communication via its agencies’ digital touchpoints, they were looking for a platform that enabled them to provide the highest level of consultative service possible.
At the same time, separate sub-brands had different requirements to reach their goals. While some wanted to connect online with instant face-to-face interactions, others simply wanted to improve their overall chat experience. Meanwhile, some needed a seamless integration into their Mitel environment, while other agencies only wanted a standalone deployment instead.
Getting Talkative
To help Internova’s group of brands achieve these wide-ranging goals, Talkative created a bespoke deployment package that included enhanced live chat, video chat, and SMS messaging - all tailored to the separate agencies’ needs.
In turn, Internova’s agencies could instantly meet customers online in a way best suited to them. So, while some agencies opted for Talkative’s enhanced live chat to improve their digital customer experience, others opted to provide the human touch via a video chat-focused drive for customer engagement.
One example of this use case was the brand’s ‘Book Human’ campaign, which connected remote travel advisors with browsing customers via Talkative’s video chat. Now, their advisors can provide the best consultative service experiences for every customer, helping them book the holiday of their dreams.
After
Since deploying our Consultative Service Platform, an Internova spokesperson had this to say:
“Talkative has been a great partner to work with. They have provided a customized solution to meet our business needs and ensure seamless integration with our customers… Overall, excellent product.”
