Expedia Group is an American online travel shopping company for consumer and small business travel.
Expedia needed to improve customer service skills for its call center agents that could provide them measurable performance in areas of customer service and destination knowledge.
The need required an e-learning design and course interface with engaging scenarios and situations for learning about specific travel destinations that could be replicated. For example: When a call center agent went through the e-learning for a specific destination like New York City, they would open the e-learning course and realize it functions similar to other destinations.
Regarding users and implementation results, agents expressed eagerness for more destination sales and customer service training. Not only did the agents feel better prepared to engage with customers on the phone, customer satisfaction increased exponentially, as did sales conversion.
63% increase in overall knowledge
56% improvement in knowledge of hotels and attractions
42% increase in ability to answer customer’s questions
49% increase in knowledge of destination layout
Each interaction incorporated visual reinforcement, using maps, photographs, people’s expressions, postcards, and icons. Intrinsic feedback was also used in the form of callers’ changing expressions, postcards from disgruntled customers, and trip reports from happy customers.
Benefits of this e-learning experience include:
International Davey Award