ParkVia aims to enhance user experience with appointment of first ‘Customer Expert’

UK. Airport parking specialist ParkVia has appointed Antonio Polichetti to the newly-created role of Customer Expert, with the aim of bringing what the company describes as “additional fluidity” to its customers’ online booking processes.

Italian native Polichetti – who has a background in research and publishing – will manage live daily chats from customers in English and Italian-speaking markets. He will be based at the company’s UK head office.

ParkVia, which now offers airport parking in 43 country markets, said the new appointment forms part of its commitment to bolstering its knowledge base and improving the online service received by its 3.8 million registered website users.

ParkVia’s new Customer Expert Antonio Polichetti is tasked with improving online communications with customers

The company also revealed that its new live chat platform answered 2,000 chats in the first month of its operation. It said that the data gathered will be streamlined into general best practices, exploratory research or project-specific usability, with the aim of enhancing overall customer interaction and booking flow.

ParkVia added that it will review the success of the instant chat facility, with a view to rolling it out in other key languages.

ParkVia Commercial Director Valentina Moise said: “A one-stop-shop ideology no longer fits within today’s fast-paced ecommerce environment, with customers demanding a more personalised approach to their online shopping experience.

“It is our goal to not only reduce response times for customers, but to gather live insights into what products and services consumers are enquiring about, so we can continue to improve the overall service we offer and ultimately enhance personalisation options.”

Expanding Parkvia has announced a series of new contract wins this year, most recently breaking into the Argentine airport market with Aeroparque Internacional Jorge Newbery and Ezeiza International in Buenos Aires.

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