Resort Gems Concierge Service a Hit with Visitors
ResortGems.com announced today that nearly 1 in 12 visitors to their online site seek help from a real person before booking a vacation rental.
6/1/11 10:58 PM CET
ResortGems.com announced today that nearly 1 in 12 visitors to their online site seek help from a real person before booking a vacation rental. Users frustrated with plowing through multiple online travel sites often grow tired of the process and end up looking to an expert for help. The Company’s unique Concierge service is an online tool that helps customers find exactly what they need when booking a vacation rental. Visitors provide an online request to Resort Gems who will then do the research, answer any question raised and provide answers that travelers need. The Company has committed to responding to customer requests within 47 minutes or they offer a $25 gift card to Restaurant.com as a self-imposed penalty.
According to Bob Kington, CEO and co-founder of ResortGems.com, “It’s difficult – if not impossible to get real time help when booking vacations online. The online travel sites will do everything to avoid taking a support call when many travelers need exactly that. We embrace the need to provide real time help to customers. Most questions have to do with services available for children and the proximity of their chosen resort to amenities like the beach, an outdoor pool and local attractions.”
“Our research shows that 8% of online visitors simply don’t want to book a family vacation without speaking with someone first who can help answer all of their questions. Visitors get overwhelmed with choices and need questions answered that are specific to their unique situation. Real time support from people in the industry – which is not outsourced, is of tremendous comfort in making this important decision”, Kington said.
The Company conducted this research over a recent 4-week period at the beginning of the busy summer vacation-booking season. The Company’s research also showed that on average, travelers that book an online vacation first visit 10 different web sites over a 12-day period.