Call-to-continue feature
Enable guests to seamlessly transition from your booking engine to a call center agent while preserving their reservation details and progress.
The call-to-continue feature allows visitors to your booking engine to effortlessly transition to a call center agent by tapping a phone number on their mobile device. Their reservation details are saved under a unique Cart ID, ensuring the agent can pick up right where they left off to complete the booking. This creates a smooth, guest-friendly solution to maximize reservations and improve the booking experience.
Key benefits:
Outlined below are the key benefits of the call-to-continue feature:
Reduces cart abandonment.
Reduces friction at checkout.
Minimizes typing for guests, especially when they're traveling.
CRS booking engine visitors proceed with an offer to the cart page.
Participating hotels display the call to continue option on the screen.
When guests click on this option, they receive a unique Cart ID to quote when they telephone the reservation office.
The reservation agent retrieves the Cart ID and can then complete the booking exactly as the caller left off online. The system preserves all booking details and any guest information already entered.
Call center agent process
Outlined below are details on how to retrieve a call to continue reservation:
From the voice application search screen, click on Call to Continue.
The agent locates the Cart ID number the caller provides and selects Go to cart.
The screen will proceed to the confirmation screen to pick up exactly where the guest left off online.
The agent obtains any additional details and completes the reservation.
📌Note: All guest information entered online automatically transfers to the agent, eliminating the need for guests to repeat information.
Call to continue report
You can track the effectiveness of your call-to-book feature through comprehensive reporting.
Below are steps on how to run the call to continue report:
From the Voice Application, click on Dashboard at the top of the screen.
Select a specific reservation agent or all agents.
Select a specific chain, hotel group or all chains or hotel groups.
Enter a property (Optional).
Run report by:
Booked date.
Check-out date.
Check-in date.
Call submit time.
Call pickup time.
Enter a from date.
Enter the to date.
Click Call to Continue Report.
The report will deliver details on specific bookings:
Guests who select the call-to-book option.
Guests who actually contact the call center.
Bookings that result in confirmations.
Overall conversion rates from call-to-book requests.
This data helps you understand the feature's impact on your booking conversion rates and guest satisfaction.