Kuoni introduces 'click and connect' to create seamless shopping experience

By Travolution
By Travolution
January 8, 2014 04:30 PM GMT

A ‘click and connect’ online initiative has been introduced by Kuoni alongside its January holiday sale.

A Kuoni Expert Finder button has been added throughout the company’s website taking users through to a summary of different parts of the world. This then links through to their nearest expert with contact details.

A web chat service has also been added so customers’ questions can be answered quickly by a travel expert online.

The operator has more than 150 ‘personal travel experts’ throughout the UK who are specialists in different parts of the world.

Kuoni wants to connect anyone searching for a holiday via its website to a relevant travel specialist directly - via its new web chat service, email, phone call or face-to-face at a local store.

Early indications show an increased demand for worldwide holidays in 2014, with bookings up year on year. Destinations selling well so far include Vietnam, Cuba, Mexico and the Maldives, according to Kuoni.

Managing director Derek Jones said: “Click and collect is a growing phenomenon in retail. Some 80% of UK shoppers have reserved products online for collection in store in the past year – up from 74% in 2011 – and John Lewis recently reported a 60% uplift in click and collect sales during the pre-Christmas trading period.

“But travel needs a different approach. For us it’s about creating a connected and seamless shopping experience - uniting online, call centre and in-store.”

He added: “Our new click and connect strategy is designed with the clear aim of driving up our web traffic but then steering anyone visiting our site to talk to our experts directly.

“Unlike hotel rooms or flights which are simple to click and book online, all our experience shows long-haul and complex travel itineraries and cruises need a combination of useful and inspiring online content combined with backup of a real travel expert to convert web browsers into bookers.”

The Kuoni sale started on Boxing Day and runs until February 17.

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