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Thomas Cook India & SOTC focus on Phygital-Hybrid customer seeking convenient digital access

2 min read

Mumbai: In a strategic endeavour that capitalises on pent-up demand to accelerate bookings, Thomas Cook (India) Limited – India’s leading omnichannel travel services company and its Group Company, SOTC Travel, have introduced a unique feature to their marketing campaigns.

The innovative Live Video Connect platform on the Companies’ campaigns seamlessly connects customers directly with holiday experts via a video call and chat, without having to download any added apps or software.

The Live Video Connect is yet another initiative that reiterates Thomas Cook India and SOTC’s accelerated digital transformation. The customer empowering feature enables one-on-one contact/discussion with the Companies’ holiday experts in real time, without having to download additional software/apps or visit a physical store. An added advantage is that the customer can choose a time slot as per his/her convenience. The screen share functionality allows the holiday expert to explain details of products and options, to facilitate choice of an apt holiday or co-curate an itinerary as per the customer’s preference/interest.

The QR enabled Live Video Connect forms an intrinsic element of the Companies’ CX strategy. The innovative technology creates expanded reach to newer highly viable source markets across India’s metros, mini-metros, and tier 2 and 3 markets, without the necessity of physical infrastructure.

Two Easy Steps:

• Step 1: Scan the QR code
• Step 2: Input details (name/phone number/email) and connect directly; or choose a preferred time slot for a call

Thomas Cook & SOTC’s unique hybrid Clicks & Bricks model, harnesses the speed and efficiencies of technology with human expertise and reassurance. The Companies have successfully demonstrated innovation, agility and digital astuteness in consistently leveraging technology to drive scale of change in delivering benefits for customers and the business.

Abraham Alapatt, President & Group Head – Marketing, Service Quality, Value Added Services & Innovation, Thomas Cook (India) and SOTC Travel said, “At Thomas Cook & SOTC, we are focused on Customer Centric innovation to keep pace with the ever-evolving Indian customer. The launch of our Live Video Connect platform is yet another initiative in line with this commitment”.

The Live Video Connect aims at fulfilling the need of a rapidly growing tribe of “Hybrid” customers who seek the convenience of real time digital access combined with the personalisation of a real life expert holiday consultant – all this without any additional app or software downloads or log ins. making this the most convenient way to plan your next holiday!”

– Team Mysoorunews 

Mysooru News

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