The UK-based Fred Olsen Cruise Lines has introduced a new feature on their online cruise viewing platform that enables users to request a video call, enabling them to have a face-to-face interaction with a member of the company's team.
The functionality of this system is facilitated by Talkative, a company specializing in video calls. The system automatically evaluates whether the user's device is equipped with a camera and assesses the strength of their internet connection. If a video call is not feasible, a member of the Fred Olsen's team will initiate a telephone call instead.
Additionally, this system enables a shared browsing experience, allowing both the caller and the team member to view the same screen simultaneously. This feature ensures that they can have a synchronized and collaborative interaction during the call.
Clare Ward (company's Director of Product and Customer Service) said that their guests were at the heart of everything they did, and they were so proud to be able to offer personal service to their guests. The new video system allowed them to build relationships with those looking to sail with them, whether it was for the 1st, 5th, or 15th time.
“The ability to see a friendly, smiling face can make all the difference when it comes to booking a holiday, and the screen-share facility will enable us to better solve queries as we will be able to see exactly what the guest is seeing.
“Our crew aboard our ships are renowned for always having a welcoming, smiling face to greet our guests, and it will be great to replicate this within our Reservations teams, too.”
Anyone browsing a voyage on Fred Olsen's website will see a message offering a video call, as long as an advisor is available at the time.