What smartAgent is hoping to achieve for Best Western; Answer customer queries without having to phone or e-mail, reduce CRM costs, improve customer satisfaction and loyalty and provide a feedback mechanism for customer wants and needs.
Best Western is using the Synthetix.info analytics service to analyse visitors wants and needs by looking at the questions they ask. The conversation logs also allow them to make sure that Tom and Lucy always have up to date information. Jo Ogden, Head of Ecommerce and Distribution at Best Western is aiming to answer more queries online with lower CRM costs and to improve customer loyalty. "It's designed to make sure our customers have an enjoyable experience and improve conversions", she said.