Priceline.com, the online travel service, has bet its business model on the fact that web-savvy customers like to help themselves — in this case, to deals on air fare, hotels, car rentals and the like. The US-based company has extended that model to its customer service operations, adopting an e-service strategy to complement its telephone-based call centre. If customers run into trouble during a travel search, they’re encouraged to try self-service or email options — more cost-effective ways to handle services issues — before resorting to a phone call.
- Free Whitepaper! Learn how to create an analytics environment that is governed, scalable and self-serve.
- Free Whitepaper! Learn how IT is evolving from producer to enabler, and fostering collaboration around analytics.
- Free Whitepaper! The 5 criteria to help you select the right analytics platform for your organization.