News : Great Wolf Resorts Signs Interactions to Enhance Pre-Arrival Experiences For Guests
Franklin, MA, USA, Dec, 2017 -- Interactions, LLC, a provider of Intelligent Virtual Assistants (IVAs) for enterprise customer care, announced that Great Wolf Resorts, a North American family of indoor water park resorts, will deploy Interactions IVA solution to help provide an exceptional and efficient pre-arrival customer experience for its guests.
The company needed to find a cost-effective solution to help manage the influx of customer calls, reservation requests and guest relation inquiries it was encountering as it rapidly expanded the brand across North America. The solution needed to deliver a personalized customer experience consistent with the brand’s focus of bringing joy to families.
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"We wanted to create a very guest-focused, high-touch system for families planning a visit Great Wolf Lodge," said Scott Wilson, Chief Commercial Officer, Great Wolf Resorts. "Guests call our contact center with a variety of questions about Great Wolf Lodge, ranging from water park hours to hotel amenities. Interactions IVA technology allows us to address the most common guest questions through an automated system, giving our reservations team the ability to spend more time interacting with guests to create the perfect Great Wolf Lodge getaway for their family."
"What stood out about Interactions IVA was its impact on both customers and employees," said Pamela Petz, Director of the Customer Contact Center, Great Wolf Resorts. "During peak times, customers will have access to self-service capabilities, and won’t get stuck on hold to ask a simple question. At the same time, call center agents aren’t burdened with minor tasks, and can refocus their attention to more complex interactions."
Interactions IVA will be deployed in all Great Wolf Resorts call centers in the US and Canada.
"Interactions has introduced a modern approach to customer care by helping forward-thinking companies give their customers improved and uniquely branded experiences with no friction," said Mike Iacobucci, CEO, Interactions. "We’re proud to welcome Great Wolf into the Interactions family and look forward to serving their growing, loyal travelers."
Posted by Veronica Silva Cusi, news correspondent
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Interactions’ Virtual Assistant is revolutionizing voice automation for customer care. Our conversational technology enables customers to quickly and easily accomplish more in self-service. Through unparalleled understanding capabilities callers can speak in their own words just as if they were talking to an agent.
Published: Wednesday, December 13, 2017
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