According to Princess Cruises, agents are increasingly turning to Isaac for advice with the cruise line’s online chat service ‘Isaac’, which has fielded more than 84,000 queries since its launch in Australia in late 2015.
Named after bartender Isaac from the long-running TV series The Love Boat, the ‘Ask Isaac’ click-to-chat service has been highly popular in Australia and earned the Princess team the Best Improvement Project award at last month’s annual Contact Centre Excellence Awards.
Available through Princess’ One Source portal, the service was designed to give agents access to assistance without interrupting their sales calls. ‘Ask Isaac’ enables agents to type in questions from clients, which are directed to an appropriate Princess Cruises expert to address.
Agents can then pass on the response to their client without any disruption to their conversation, eliminating the need to contact the consumer assistance call centre or navigate time-consuming call menus.
“Almost 18 months in, we couldn’t be happier with the award-winning service. ‘Ask Isaac’ is now the preferred mechanism for travel consultants to contact us with queries, saving them time and improving their service levels. We find that agents like its efficiency as well as its live chat feature which allows them to ask questions online without having to break away to make a phone call,” said vice president Australia and New Zealand Stuart Allison.
Tracey Bremner from Clean Cruising has used the service many times and describes it as a fantastic resource.
“We love Isaac, he has all the answers. There’s no waiting on phones and he allows you to do two things at once with access straight from the booking you are in. Having a transcript of the query is also a great resource to be able to file away,” Bremner said.
Image: The Princess Cruises team at the Contact Centre Excellence Awards (L-R) Samantha Okba, Rachel Cullen, Kiera Wagner and Michele Olivier, with Anthony Brown from Avaya.