voyages-sncf optimizes its online help service with dydu

Press release – 05/12/2016

Voyages-sncf.com has chosen Helpbox, the smart tool produced by Do You Dream Up, to provide its users with an intuitive, customised and effective interface through which they can find help online.

In 2012, Voyages-sncf.com set up its virtual assistant Léa thanks to Do You Dream Up. This was a key tool in its customer relations through which over 2 million conversations took place in 2015.

Now Léa has been replaced by Helpbox, which seeks to simplify the online help feature as well as the user’s browsing path. It supports users as they explore the site, without disrupting their browsing.

Since Helpbox takes the form a special window that can be accessed at any time, customer services are at the user’s fingertips via a single point of entry. The user can receive an answer to their question immediately, or be directed to the suitable channel of communication: live chat, click-to-call, e-mail, telephone, social media, etc.

Thanks to Helpbox, Voyages-sncf.com offers its customers the channels of communication that best meet their requirements. The top three questions associated with the web page being browsed appear when the help window is brought up.

Users are also provided with an autocomplete search bar in which they can easily ask all their questions.

Questions are firstly analysed by the Do You Dream Up natural language processing engine. Answers come from the content of the Voyages-sncf.com information base. The option of moving to another, more suitable channel of communication can then be put forward within the same dialogue window.

Helpbox also enhances the user’s experience via multimedia content (images, videos, forms, maps, etc.) that can be accessed in a side bar, again without disrupting browsing.

« For several years we have been working with the Voyages-sncf.com teams. Once again, they placed their faith in us for this project. By setting up our new self-service solution for the overhaul of their online help feature, we were able to strengthen our expertise and remain at the cutting edge of technology’ »

Cyril Texier, co-founder of Do You Dream Up

« High-quality customer relations represent a vital asset in our market and our online help is precious to our users. Do you Dream Up has proven capable in offering a solution that meets our requirements for overhauling our interface. Thanks to the new browsing path offered by Helpbox we can provide our users with an online experience that is as intuitive, as customised and as effective as possible.»

Julien Nicolas, France Director at Voyages-sncf.com.

This new online help feature from Voyages-sncf.com can already be accessed in French on desktops and tablets. Over the coming months, it will be gradually rolled out on other channels of communication (mobile site, ‘V.’ application, European sites, etc.). As for each new feature on the site, Voyages-sncf.com takes user feedback into account as it develops and invites users to share their comments on Twitter at #OpenVSC or directly on  https://open.voyages-sncf.com/

About Voyages-sncf.com

Voyages-sncf.com is a key stakeholder in European tourism and an expert in rail distribution and France as a destination. It has 1,000 employees, of which two thirds work solely in the field of the French and European markets. To meet the demands of customers’ new modes of consuming and travelling, Voyages-sncf.com is today present in 30 countries via 67 internet and mobile sites, four shops and a call centre service. The site brings together several rail operators including SNCF, Eurostar, Thalys and TGV Lyria, 400 airlines, 435,000 referenced hotels, 1,300 campsites, over 25,000 holiday packages, and 30 car hire companies.

For more information: https://open.voyages-sncf.com/

Press contacts

Voyages-sncf.com
Clotilde Huet – +33 (0)1 58 13 74 71
chuet@voyages-sncf.com

About Do You Dream Up – www.doyoudreamup.com

Do You Dream Up, created in 2009, is specialised in digital customer relations. They develop smart self-service tools for major accounts. The automatic natural language processing software company developed an innovative algorithm and knowledge base management solution. They make it possible to offer a better user experience and to improve client knowledge, while reducing the number of requests made to contact centres. Do You Dream Up solutions are available on desktops, tablets and mobiles to offer an innovative and coherent experience on all digital channels.

Key accounts in France and worldwide, such as EDF, Voyages-sncf.com, Orange, Humanis, Caisse des Dépôts and also PSA, have adopted Do You Dream Up solutions for their selfcare and e-commerce sites or for their internal helpdesks.

Lucie Choulet
Communications officer