Press Releases
CHOOSING THE BEST: CHOICE HOTELS INTERNATIONAL SELECTS INQUIRA TO ENHANCE CUSTOMER CARE SAN BRUNO, Calif., July 29, 2008 - InQuira, Inc., a provider of integrated software applications for web self-help, agent-assisted support and enterprise knowledge management, today announced that Choice Hotels International, one of the largest and most successful lodging franchisors in the world, has selected InQuira to enrich their customer service experience. Choice Hotels will leverage InQuira’s customer service platform to improve the support experience around Choice Privileges® Rewards Program, as well as redesign the general customer support section of the website to enhance overall customer service and reduce incoming call and email volumes. Choice Hotels selected InQuira Information Manager for its complete, workflow-driven content authoring, editing, review and publishing capabilities that support the entire information management lifecycle. Additionally, Choice Hotels plans to integrate InQuira into its centralized call centers for use by approximately 500 full time employees, as well as its online reservations system. As a leading hotel franchisor with more than 5,600 locations in the U.S. and 38 countries and territories, Choice Hotels places a high priority on providing exceptional customer service. InQuira’s ability to provide superior agent-directed knowledge management (KM), Web self-service, intelligent search, content management and analytics offered Choice Hotels a significant competitive advantage in an industry where excellent customer service is of paramount importance. In addition, the contextual FAQs available in InQuira Information Manager were a key product component, as they provide a one-stop access point for the most commonly requested customer information. InQuira has enabled us to elevate our customers’ experience via online self-service or agent-directed knowledge management, and we have already seen a dramatic decrease in inquiries to our contact centers,” said Mark Weiner, vice president, customer care and reservations, Choice Hotels. “As one of the largest and most successful lodging companies in the world, we are defined by our customer service, so working with InQuira will enable us to further improve customer satisfaction, and therefore our competitive advantage.” “Customer service expectations among consumers are higher than they’ve ever been, but Choice Hotels is raising the bar for the industry standard of service,” said Mike Murphy, CEO of InQuira. “Businesses large and small need the ability to actively manage the customer experience according to their business requirements. InQuira provides a rapid return on investment and offers the advanced features and functionality that businesses need to be truly competitive.” About Choice Hotels About InQuira |
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