Thomas Cook India & SOTC focus on phygital-hybrid customer

Live video platform to allow real time connect for personal touch
/ New Delhi
Thomas Cook India & SOTC focus on phygital-hybrid customer

Thomas Cook (India) and its subsidiary, SOTC Travel, have introduced a unique feature to their marketing campaigns

In order to cater to the needs of the phygital-hybrid customers seeking the comfort of a digital experience, but with a personal touch, India’s leading travel agency Thomas Cook (India) has launched a live video platform for customers.
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In an attempt to capitalise on pent-up demand and to accelerate bookings, Thomas Cook (India), India’s biggest travel services company and its subsidiary, SOTC Travel, have introduced a unique feature to their marketing campaigns. According to a press statement, the Live Video Connect platform on the two companies’ campaigns seamlessly connects customers directly with holiday experts via a video call and chat, without having to download any added apps or software.

The statement adds that the platform is yet another initiative that reiterates Thomas Cook India and SOTC’s accelerated digital transformation. The customer empowering feature enables one-on-one contact/discussion with the Companies’ holiday experts in real time, without having to download additional software/apps or visit a physical store. An added advantage is that the customer can choose a time slot as per his/her convenience. The screen share functionality allows the holiday expert to explain details of products and options, to facilitate choice of an apt holiday or co-curate an itinerary as per the customer’s preference/interest.

The statement goes on to say that the QR code-enabled Live Video Connect forms an intrinsic element of the companies’ customer strategy. The innovative technology creates expanded reach to newer highly viable source markets across India’s metros, mini-metros, and Tier 2 and Tier 3 markets, without the necessity of physical infrastructure. It can be accessed in two simple steps. First is to scan the QR code and then add basic information and connect directly or choose a preferred time slot for a call.

The statement adds that Thomas Cook & SOTC’s unique hybrid clicks & bricks model, harnesses the speed and efficiencies of technology with human expertise and reassurance. The two companies have successfully demonstrated innovation, agility and digital astuteness in consistently leveraging technology to drive scale of change in delivering benefits for customers and the business, says the statement.

“At Thomas Cook & SOTC, we are focused on Customer Centric innovation to keep pace with the ever-evolving Indian customer. The launch of our Live Video Connect platform is yet another initiative in line with this commitment.  The Live Video Connect aims at fulfilling the need of a rapidly growing tribe of “Hybrid” customers who seek the convenience of real time digital access combined with the personalisation of a real life expert holiday consultant – all this without any additional app or software downloads or log ins. making this the most convenient way to plan your next holiday!” says Abraham Alapatt, President & Group Head – Marketing, Service Quality, Value Added Services & Innovation, Thomas Cook (India) and SOTC Travel.

 As one of the largest travel service provider networks headquartered in the Asia-Pacific region, The Thomas Cook India Group spans 28 countries across five continents.

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