On the Beach

On the Beach, founded in 1995, is one of the UK’s leading online travel agencies offering value for money summer holidays to the world’s most popular beach destinations. Customers can choose from 50 million available flight seats and more than 30,000 hotels around the world and take advantage of a selection of other travel products such as car hire, insurance and resort transfers.

The Challenge

In 2010 On the Beach were planning the launch of a new website. As part of that project they wanted to find a way to reduce administration calls to their after sales department and, in return, minimise the call waiting times for clients to improve their overall customer experience. They determined that a virtual assistant from Creative Virtual would be the best way to position their business at the forefront of emerging technology and, most importantly, improve their customer service efficiency and effectiveness.

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