Posted 21-11-2011 in Latest industry news
A mobile app from the thetrainline.com which allows customers to check times and book tickets on the move now includes a number of support options.
Technology from RightNow embedded into the app means that customers can search a knowledge base for answers to questions they have relating to tickets and travel, submit email enquiries and engage a live chat session if they require further help.
The app is linked to thetrainline.com central self service database which automatically ranks and orders customer support information based on usage and rankings given by customers. This means that knowledge relevant to the current time - perhaps harsh weather or engineering works impacting travel - are immediately available, rather than displaying a list of static, commonly asked questions.
“Mobile use is now ubiquitous and clearly the future of retail, so building a leading proposition on mobile is critical to our strategy of delivering excellent customer experiences across all interaction points. The ability to access the right information and purchase tickets direct from a mobile phone is the ultimate in convenience retailing, allowing customers to focus on catching their train rather than waiting in line,” explains Bill Hopkins, operations director for thetrainline.com.
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