Case Study: Thomas Cook improves customer booking experience with Fonolo

Thomas Cook - Customer Case Study

Thomas Cook, a leading global leisure travel group, implemented Fonolo's Web Rescue solution to improve how customers on their website connected with travel representatives. The challenge was to provide a better experience for customers seeking assistance during the online booking process, avoiding the frustration of waiting on hold on the phone.

Fonolo’s solution provided a Click-to-Call-Back feature, allowing website visitors to request an immediate callback from a specialist at any point. This eliminated hold times, resulting in a superior customer experience and an increase in travel bookings. Fonolo’s technology helped Thomas Cook give its customers back their valuable time.

Thomas Cook

Paul Hopkins

Director of Customer Experience