Who:

One of the UK’s popular travel booking portals

Strategy:

In order to connect the user experience both online and offline, the company targets high-value leads and purchases that have contacted their call center and encourage them to complete a purchase or send them offers while they are active online using personalized messaging that contains unique data from the call center.

Hypothesis:

While digital and self-service continues to grow, call centers remain a major point of customer interaction for brands in travel and hospitality. However, many times, after these call center sessions take place, information captured isn’t reflected back in the rest of the online experience. Marketers can use this opportunity to close the booking loop, serving personalized promotions, messaging, or recommendations on-site, based explicitly on call center interactions.