No.1 Lounges selects VoCoVo
to support customer success.
Lounges allow travellers to escape from the hustle and bustle of airport life by providing a quiet and comfortable pre-flight experience. Whether flying for
business or pleasure, travellers can relax and unwind in luxury while enjoying a range of complimentary food and drinks before their onward journeys.
No. 1 Lounges provides sanctuary for travellers in some of the UK and USA’s busiest airports, including London Heathrow Terminals 3 and 5. No. 1 Lounges’ Club Aspire
Heathrow T3 was recently declared the World’s Leading Airport Lounge by The World Travel Awards, yet they are always striving to improve.
They found that team communication was often a “struggle”, and searched for a solution to keep team members better connected across all areas of the lounge.
The challenges:
- Looking to make customer service improvements
- Team communication was fragmented
- Needed a solution with minimal training
The solution:
The results:
- Teams can communicate seamlessly
- Solution is easily deployed, with minimal training required
- Customers can have a clearer, uninterrupted conversation with their server
Team communication and customer experience go hand-in-hand.
Club Aspire Lounge Heathrow T3 welcomes all travellers regardless of airline or ticket travel class. Club Aspire Lounge is often the refuge of choice for both business and leisure travellers thanks to its runway views and work zones, and the Lounge’s Customer Attendants are on hand to provide the most relaxing and comfortable environment for guests.
Despite their excellent reputation, Club Aspire identified that team communication could be improved across the lounge as a whole. Having to walk to find a team member was costing valuable time throughout every shift, distracting Attendants’ attention from their guests. Subsequently, they searched for a solution which would allow colleagues to communicate quickly and discreetly no matter where they are in the lounge.
Club Aspire approached communication specialists Radiocoms Systems Ltd for a consultation. Radiocoms recommended VoCoVo, a proven communication tool for customer-facing colleagues to collaborate better and improve customer service.
When assessing ways to improve the way colleagues communicate, Club Aspire Lounge identified the need for a two-way communication solution.
VoCoVo allows team members to communicate at the touch of a button using one open talk group via a stylish, lightweight headset. VoCoVo is easy to use and set up; it simply requires connection to mains power and the headsets themselves blend perfectly with any team uniform.
Customer service is boosted.
With VoCoVo’s headset solution, No.1 Lounges has enhanced their customer service by enabling a clearer and uninterrupted conversation between customers and staff members. This has ensured seamless communication and eliminated any potential issues or misunderstandings that may arise.
With open talk groups servers to management are instantly aware of customer requests or concerns, facilitating a prompt response and resolution, allowing the team at No.1 Lounges to collaborate and share information without frustrations, which has led to improved efficiency and productivity.
The headset solution has also enabled seamless training for new staff members, as they can be mentored remotely while existing staff members remain actively engaged. Additionally, management can now provide real-time recognition and boost team morale through the instant communication feature. VoCoVo’s discreet and easy-to-use headset solution fits perfectly with No.1 Lounges’ commitment to delivering exceptional customer experiences.
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