BookaBed has taken a major step forward in increasing customer service performance with the implementation of a new Customer Relationship Management system and a new Live Chat feature that lets clients contact BookaBed staff more conveniently and faster. In addition, Zoe Donohoe has joined the reservation support team.
The new CRM system allows staff to track information more conveniently on bookings and allows each staff member to see all of the correspondence for a booking so that they can respond faster to any queries agents may have.
Customer Care Manager Beverleigh Fly sees this system as the next logical step in BookaBed’s growth strategy. “Our client base is very loyal due to the level of customer service that we have always provided to them,” she said. “As we grow, we don’t want that level of service to deteriorate, therefore we needed a smart solution to keep us at peak performance.”
The new Live Chat feature can be accessed directly from the BookaBed site and will allow for anyone to connect directly to BookaBed staff with any queries. Staff find that the new system helps keep them organised with the information they need at hand when they need it. The CRM also allows for prioritisation of queries so that important events do not get overlooked. BookaBed expects clients to see a marked improvement in response times and information availability.
BookaBed is also delighted to announce that Zoe Donohoe has joined the expanding reservation support team. Zoe has worked in the industry since 2005 and brings with her a vast amount of knowledge and experience in the bedbank sector.