Fred. Olsen Cruise Lines have adopted Zolv's award-winning call centre technology Full Picture, bringing the Visual Conversation to their customers and trade partners.
Full Picture allows agents and consumers to join a shared session online, a simple, elegant solution that requires no IT install. It’s designed to allow agents to send content like photos, videos, brochure pages and more, directly to customers' screens in real-time during a call. When the customer starts the call, they are not expecting to be shown images and videos of their possible holiday and for that reason, it adds the wow factor for Fred Olsen customers. With the Visual Conversation, Full Picture makes for a much richer experience, engaging and reassuring customers more than a phone call alone could, helping to deliver a level of service exceeding customer expectations - a great tool in helping customers understand what to expect from their cruise.
Full Picture has empowered Fred. Olsen’s agents to proactively allay concerns some of their customers experience around accessibility. Showing customers how easy it is to access the ship and areas within the ship, has helped to reassure their customers and remove confusion. This has been met with positive feedback from customers and has directly contributed to an improvement in conversion rates.
Fred. Olsen Cruise Lines are also finding that Full Picture benefits their agents and trade partners in developing their product knowledge, helping them deliver more confident information to their customers. With such an easy to use image uploader, details of a ship refit for example, can be uploaded and circulated to all agents within minutes. It has also proved a fantastic tool for supporting a new product launch – if an agent hadn’t physically managed to visit the ship on launch day, they could instead be inducted virtually through a Visual Conversation, removing any delay in them being able to sell the new product immediately.
Sharne Jones, Reservations Training & Development Co-ordinator at Fred. Olsen Cruise Lines said 'Full Picture works particularly well for our business. We have a large amount of sales over the telephone directly from customers and agents alike. Our product is extensive, There are four distinctly different cruise ships with several grades of room to choose from, award winning itineraries, that operate from many different departure ports. Full picture has allowed us to successfully launch our exciting new River Boat, Brabant, to our loyal guests as well as capturing a new clientele. Being able to share imagery & video’s at the point of sale has been invaluable in ensuring the guest knows what they are buying and brings their holiday to life.'
Customers are certainly responding to the technology; since implementation of Full Picture technology Fred. Olsen Cruises have seen agents individual conversion increase to an average of 20%, with agents using Full Picture on 70% of their calls.