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With the market entry of large internet platforms and online marketplaces, the travel market has changed fundamentally. In contrast to the past, a large proportion of consumers are now using online portals to book their travel. In Europe alone, 68% of total travel market sales were booked online in 2019. Consumers have the opportunity to compare vast amounts of offers online in a very short time and to find the best prices and conditions. However, despite digitalisation, a certain trend can be observed which shows an increase in individualised travel. As the amount of advice required for such trips is higher, consumers are more inclined to receive personal advice and have their own contact person. Online companies such as Globetrotter see this as the only chance for differentiation and now generate 80% of their sales through personal advice. Since large platforms are superior in terms of range and price through the use of technology, personal advice and the exchange of experience is the only way for stationary travel agencies to survive in this competitive market.
Okomo enables digital and stationary travel agencies to make their online customer interaction personal. With easy integration and quick set-up of the individual widget, online visitors can be addressed personally and advised individually. Online visitors can use the filter function to directly select the appropriate travel expert, contact them via audio, video or live chat. If someone finds it difficult to put something into words during the consultation, they can easily share their own screen or send brochures via file exchange. If an expert is already in a meeting or cannot be reached, a message can also be left or a proposed appointment can be sent. In this way, your conversion rate and customer satisfaction can be sustainably increased.
“Okomo was simply able to offer us an ideal solution for personal customer communication and quickly implement it. Only a few weeks have passed from the first contact to going live and we are already receiving good customer feedback and can offer assistance with the surfing experience on itscoop.ch. The flexible and understandable use of Okomo has convinced us”.
Marcel Eisele, Head of Marketing & Sales – ITS Coop Travel
“With Okomo we offer our customers a practical and simple solution to contact us at any time. Thanks to the expert filter, our customers can directly select the correct contact person for their request. As a small company, personal contact with our customers means a lot to us. Through digital solutions like Okomo, we offer our customers significant added value”. Beat Ackermann, CEO and owner – edelline AG edelline AG Case