ParkVia, the European leader in airport parking, has appointed a ‘Customer Expert’ to bring additional fluidity to customers’ online booking journey.
With a rapidly expanding network, which spans 43 global markets, ParkVia is keen to bolster its knowledge base in order to improve UX, user experience, for its 3.8m website users.
Native to Italy, newly appointed Antonio Polichetti - who has a background in research and publishing - will be based from ParkVia’s UK head office and will manage live daily chats from customers in English and Italian-speaking markets.
With 2,000 chats answered in the first month alone, data gathering from content streams is allowing the online reservation retailer to build a knowledge archive about users across various insight categories. Data can then be streamlined into general best practices, exploratory research or project-specific usability, enhancing overall customer interaction and booking flow.
ParkVia’s Commercial Director, Valentina Moise, said:
“A one-stop-shop ideology no longer fits within today’s fast-paced ecommerce environment, with customers demanding a more personalized approach to their online shopping experience.
“It is our goal, to not only reduce response times for customers, but to gather live insights into what products and services consumers are inquiring about, so we can continue to improve the overall service we offer and ultimately enhance personalization options.”
Following a review of its success, the instant chat facility could roll-out to include other key languages, which will sit alongside the company’s existing customer service team.
