The human side of booking holidays: the role of agents and travel support

Silvia Planella/ August 21, 2017

The internet has changed the way that we search, plan, and book our holidays. The demand for planning and booking holidays online will keep increasing in the coming years and in some market sectors (i.e. young travellers, last minute trips…) will overtake the offline demand. Despite the impact of the internet on the sector, the human touch will always remain

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Test Arema Connect Chatbot

Silvia Planella/ August 14, 2017

What is a chatbot? A chatbot is a programme that powered by rules interacts with customers via a chat interface. It is like Live chat but interacting with a machine instead of a human. Currently, there are two types of chatbots: normal and intelligent. Normal chatbots are limited to the predefined questions/answers inputted by the company/user. It doesn’t have the

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Selling online? Five things you must know

Silvia Planella/ July 31, 2017

Selling online is a customer-focus process where a good customer experience is impacted by your IT, logistics, marketing, legal and customer services processes.   The internet has transformed all our lives and online selling is now a major sales channel opportunity. We can now make purchases on a 24 by 7 basis using numerous devices from laptops, mobiles to tablets.

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How to make your user-friendly website more customer focus?

Silvia Planella/ July 17, 2017

Customer relationship management software gives you that competitive edge The analogy of “User-friendly” and “customer focus” concepts makes it easier to understand how the integration of a suitable customer relationship management system impacts on your e-commerce website. User-friendly is used to talk about computer systems (e.g. websites) and refers to the ease of use. Therefore, user-friendly websites are designed with

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How to support your online customers during the purchasing stage on your website?

Silvia Planella/ July 10, 2017

Every day millions of people shop online. We have prepared a list of ‘tips’ for you, so you can improve your online customer support and increase sales through your website. 1. Customer Support at Every Stage of the Purchase The shopping process begins when the online buyer lands on your website. In an ideal world, when customers browse your website,

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Irish Examiner Article: “Arema’s shared platform keeps lid on costs”

Silvia Planella/ July 7, 2017

PDF version here: Arema Examiner Article July 2017.pdf Transcript: Arema’s shared platform keeps lid on costs My job: Pat Keogh In conversation with John Daly Having established Arema Connect’s parent company, Key Answering Systems Group, in 2001, Pat Keogh has since grown the group into a multi million pound business with operations in the UK and Ireland. “Our fundamental objective

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Case Study: Social Media Monitoring Customer Support

Silvia Planella/ July 3, 2017

First of all, thanks for each and every one of the e-mails congratulating us for our role in our client’s winning numerous awards at the Sockies17. Following the request of several business owners and in-house marketing departments, James has put pen to paper (ok, finger to keyboard) and has created this case study. We aim to illustrate what we do

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ISO 9001:2008 Video

Silvia Planella/ June 26, 2017

Arema Connect ISO 9001:2008 Video Transcript: Arema Connect has been ISO 9001:2008 accredited since 2010. ISO 9001 contains eight keys principles: Customer focus and customer satisfaction, Leadership, Involvement of people, Process approach, System approach to management, Continual improvement, Factual approach to decision making, and Mutually beneficial supplier relationship. Arema Connect applies these 8 principles through the organization, contact centre services

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The role of the customer support team

Silvia Planella/ June 20, 2017

The role of the customer support team is a crucial role in any organisation, as they are the first point of contact for customer queries and complaints. A customer support team understand complex details about a company’s services/products and can assist customers with their queries. They take inbound calls / e-mails and provide solutions to a variety of queries in

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