“I’m on your website and…”.
The relevant portion of guests finds it more comfortable to book a perfect room by phone rather than make an online reservation independently.
The analysis of long phone conversations reveals that a road to mutual agreement is often tiring for both interlocutors and that the margin of error is wide. Moreover, guests are sometimes presented with less interesting and financially attractive offers than those available on the Internet and the presentation of the lists of benefits isn’t worth noting. Therefore, the telephone sales conversion is lower than expected.