For the past 40 years, Berge & Meer, Germany’s leading direct tour operator, has specialized in tours and cruises. Headquartered in Rengsdorf in the Rhineland-Palatinate, the company offers its customers an extensive range of travel options and attaches great importance to excellent customer service.
In February of this year, the company launched the Help section of its website using software from novomind. The new FAQ center gives customers quick answers to their questions.
Different clearly structured categories contain numerous preset questions and answers. These cover diverse aspects from booking and payment to travel documents to information regarding passports and visas, leaving (almost) no question unanswered. A search function makes it easy for users to quickly find questions entering a keyword or to ask individualized questions. The autosuggest function constantly proposes matching formulations and ensures a high hit rate. Customers then have the possibility to assess the usefulness of the answers provided.
Customer satisfaction takes top priority also for novomind. Based on the central novomind iAGENT communication platform with the Help module, the demands made on a modern FAQ center are met in a particularly customer-friendly manner. The Berge & Meer team was equally pleased with the quick implementation, as the new FAQ portal was ready for use after a project time of only just under two months. The on-demand FAQ portal is hosted by novomind.