The Norwegian Cruise Line Offers Direct Representative Assistance

By: Vasiliki Marapas - Jun 2, 2014
References: ncl & retailtouchpoints
The Norwegian Cruise Line's e-Commerce department knows that customer satisfaction is paramount, which is why it is one of the first companies to utilize consumer feedback in the form of comments, forums and tips. The ultimate aim is to educate the site's visitors on the cruising experience.

The e-Commerce team is dedicated to managing and publishing content that will encourage an online dialogue among potential customers and representatives. The company has introduced Needle, a chat service which has had a significant impact on the company's revenue. Vice President of e-Commerce Rob Casas explains, "Needle reinforced our beliefs on the impact our advocates have on our business and the positive level of influence they can deliver during the cruise purchase consideration process."

Needle uses targeted banners and other action-encouraging tactics to invite customer engagement. Representatives then help consumers choose their cruises and amenities based on their wants and needs, as opposed to unsavory topics such as pricing and booking.