As a B2C organisation, it is imperative for Eurotunnel to maintain the latest technologies when considering communication lines between themselves and their customers.
As a result of this, a project was instigated which aims to provide a dynamic platform in which customers can communicate various aspects of Eurotunnel services utilising a customised form, which is integrated into a customer management system.
The aim of this system is to facilitate a fully customer service integration via an online platform and to reduce inbound calls to the contact centre.
Green River Media played a key role in creating bespoke, responsive front end forms which provide a dynamic enquiry system and integrating with the customer management system, whereby each case would then be pushed into the relevant department and queue.
This has been integrated into the main Eurotunnel.com passenger site and has been configured to provide a multilingual experience based on the site and user preferences.
Clear lines of communication between our client and their customers is key to great user experience and customer retention. The adaptability of the form and its ability to provide a unique question set based on customer needs, encourages customers to use this tool and, in return, will allow Eurotunnel to update their practices accordingly.