Thomas Cook launches online Ask Thomas feature

Travel operator Thomas Cook has added a new online support feature for its agents with the launch of a search tool connected with a new “knowledge database.”

The new search tool is known as Ask Thomas, and is meant to offer assistance to agents in giving them easy access and providing quick answers to many of their questions.

Generally, Ask Thomas will answer questions posed by agents in two to three lines of text and will also provide links to additional information that they may also find useful.

Agents will be asked rate how helpful they found the information and to give additional feedback, which the company will use to improve the online service.

Thomas Cook believes that this new online feature will reduce the number of calls received by its agent support centre, and will reduce the amount of time taken in handling calls that do come in – meaning that the lines will be open and available for greater numbers of calls.

Marc Bennett, who directs commercial relations at the company, said: “With this new service, agents can be confident they have fingertip access to knowledge specifically tailored to meet their needs swiftly and effectively.

“This is a win-win for both customer and agent – customers will be served more efficiently, while agents will find it easier to handle enquiries.”

www.thomascookworld.com