Instant Chat Service Helps ParkVia to Improve User Experience and Build Knowledge Archive

ParkVia, the European leader in airport parking, has appointed a ‘Customer Expert’ to manage live daily chats and bring additional fluidity to customers’ online booking journey.

With a rapidly expanding network, which spans 43 global markets, ParkVia is keen to bolster its knowledge base in order to improve UX (user experience) for its 3.8m website users.

Native to Italy, newly appointed Antonio Polichetti - who has a background in research and publishing - will be based from ParkVia’s UK head office and will manage live daily chats from customers in English and Italian-speaking markets.

With 2,000 chats answered in the first month alone, data gathering from content streams is allowing the online reservation retailer to build a knowledge archive about users across various insight categories. Data can then be streamlined into general best practices, exploratory research or project-specific usability, enhancing overall customer interaction and booking flow.

ParkVia’s Commercial Director, Valentina Moise, said “a one-stop-shop ideology no longer fits within today’s fast-paced eCommerce environment, with customers demanding a more personalized approach to their online shopping experience.

“It is our goal, to not only reduce response times for customers but to gather live insights into what products and services consumers are enquiring about, so we can continue to improve the overall service we offer and ultimately enhance personalization options.”

Following a review of its success, the instant chat facility could roll-out to include other key languages, which will sit alongside the company’s existing customer service team.

About ParkVia

As Europe’s favorite airport parking retailer, ParkVia is dedicated to connecting the world’s drivers with parking spaces in 42 countries. Its online retail platform allows consumers to book parking as part of their journey, working with both car park operators and travel industry market leaders to ensure that parking is visible at the right time.

Encouraging its philosophy of ‘Choose parking’, ParkVia believes pre-booking is the key element in the travel process, allowing customers to plan in advance and giving them freedom of choice to select the parking product that suits their specific journey type.

Founded in 2008, ParkVia has grown in popularity and reputation over the last 11 years, particularly within the wider airport parking sector. As an established partner for many of the world’s leading international airports, ParkVia is able to maximize visibility for official car parks and ancillary products by covering more points of entry with its targeted marketing expertise.

Today the services of over 2,000 parking providers are promoted to ParkVia’s 3.5m registered users, as well as a large network of partner websites, that includes airlines, travel partners, online travel agents and in-car navigation technology - making it an attractive and lucrative proposition for partners looking to collaborate for white label and in-path projects.

ParkVia. Choose parking.
https://www.parkvia.com

Winner of Queen’s Award for International Trade
Awarded to ParkCloud 2014 & 2019