International Hotel Chain Chooses Creative Virtual as Part of Next Generation Smart Help Strategy
V-Person™ Omnichannel Self-Service Key Factor in Decision
A top international hotel chain selected Creative Virtual as part of a Smart Help customer experience strategy. Creative Virtual, a leader in customer self-service solutions for global enterprises, was chosen based on the power of V-Portal™, Creative Virtual’s knowledge management system. Specific features required for this project include responsive design for mobile/ web, the ability to manage one set of content for multiple brands, and the ability to integrate with web services and provide escalation to live chat.
The hotel chain benefited from Creative Virtual’s expertise which enables content, information and service to be delivered to their customers whenever they want to self-serve, regardless of the device being used to access the information. Further, this chain required a solution that is aware of customer intent, based on natural language processing. Creative Virtual’s V-Person solution allows brands to be available wherever customers want and to interact with customers in the manner of their choosing. These solutions can be accessed via self-service or right channeling, with an escalation to a human representative available at any point in the interaction.
“Booking travel online has become standard in the industry,” Richard Simons, CEO of Creative Virtual USA, said. “It naturally makes sense that hotels want to be proactive in elevating their customer experience to remain above their competition in terms of Smart Help solutions.”
Creative Virtual was identified early as a leader in the omnichannel customer experience space, and has functioned as a collaborative consultant on a Smart Help strategy with this hotel chain. Future plans include personalised content for reward members as well as assistance with booking travel and promotional offers.
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