Knowledge Database is currently being trialled by agents in the operator’s contact centre and in one of its UK regions.
Director of retail Jill Carter said the idea of the global tool was to answer customers’ questions through the ability to instantly message any of Tui’s 72,000 staff. “We want to give agents the tools to answer any questions that customers might ask by having the information at their fingertips,” she said.
“For example, if a customer has a request such as wanting tips for a romantic beach setting for dinner in Jamaica, the agent can instantly ask our staff in the resort for advice.
“The database provides access from the agent’s computer so they can send a message while serving the customer in the shop.”
Carter said feedback from the agents who had been testing this service had been “fantastic” so far.
“They feel so empowered because it’s helping to grow their knowledge and customers are wowed by how quickly we can get information to them,” she added. “It has already increased sales and team knowledge.”
She added that she hoped the database would be rolled out across Tui’s stores during 2016. Meanwhile, Carter said that Tui “still believed” in the importance of fam trips with 650 agents going on educationals this year.
“We encourage the teams to share knowledge with colleagues and within regions,” she added. “They can write a blog on their experience on the database and that gets shared.” Carter said that sales had been boosted by the implementation of the Connect system over the last year, which gives details of all customer bookings with Tui over the last year, regardless of how they were booked.
“It’s a real game changer because it allows our teams to truly personalise the experience because we know our customers,” she said.
“They can make great recommendations based on where customers have been before and whether they like a specific product.” Carter also cited the rolling out of the Pass the Baton initiative as offering a further level of personalised service to clients.
Pass the Baton links up Tui’s departments including the high street stores, call centre, airline and resort staff, which allows them to arrange extra services for customers who are celebrating special occasions during their holiday.
