Tailor Made Travel is to open ‘virtual stores’ for its customers, who can speak to agents via video chat services.
The 20-branch miniple’s social media manager is putting customers in touch with agents from their local branches via Facebook.
Customers can use Zoom, WhatsApp, Skype and Facebook Messenger to speak with their agents, who will be in uniform, for up to 40 minutes.
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The first virtual appointments, which will be offered for the duration of the coronavirus lockdown – and after, were due to take place on Tuesday April 21.
The Wales-based agency had already launched a virtual call-centre for trade partners.
Chief executive Simon Morgan said: “This is the future. It’s a very sensible way of connecting one-to-one with clients we have that relationship with.”
Morgan predicted the first video contact will be from customers looking to rebook or cancel bookings affected by the coronavirus, but expected the channel to be used for all sorts of enquiries as people get used to the method.
“I think it will go a lot further than just during the lockdown,” he added. “There’s no reason we can’t have this running from within the stores as well. When we come out of lockdown I think it will become the new normal. It’s just a video phone call at the end of the day.”
Morgan said communicating with customers via video will also benefit staff in lockdown. “It’s good for their own self-respect, confidence and sense of belonging,” he said. “To be able to put your uniform on and be proud of your work is important, even if you’re not at your desk.”