Goals & Challenges
The goal was to introduce and explain a new complimentary airport transfer service, addressing traveler anxieties and simplifying the reservation process.
After our initial launch, a key challenge was the initial lack of website functionality to collect traveler information, requiring the development of a temporary solution.
My Role
I was responsible for the website content and interim solution for the airport transfer service launch. My contributions included:
- Website Content Development:
- Developed the main landing page in WordPress, including copywriting, layout, and image selection, to explain the service clearly.
- Created a comprehensive FAQ section addressing potential customer questions and published through LiveAgent.
- Cross-Functional Coordination:
- Coordinated with product, operations, and customer care teams to ensure alignment and provide necessary resources in Google Docs.
- Created a detailed brief for the tech team outlining requirements for a permanent website feature.
- Interim Solution Development:
- Developed a temporary solution using Zoho Forms to manage transfer requests during website development.
Execution
Website Landing Page
FAQ Examples
I expanded the website’s FAQ section in LiveAgent to address common questions, such as flight delays, vehicle types, and transfer limitations.
Q: What if my flight is delayed?
A: Our local partners monitor flight arrivals. However, it’s best to contact our customer support team or the local team as soon as possible if you experience a significant delay.
Q: What type of vehicle will be used for the transfer?
A: The transfer vehicle will depend on the number of travelers arriving at a similar time. It could be a car, van, minibus, or motorcoach.
Q: I have other plans before or after my tour. Can a complimentary transfer take me to another hotel or address?
A: Our complimentary transfers are small-group transfers between a designated airport and hotel. If you need to travel to or from another location, you’ll need to arrange your own transportation. We recommend Welcome Pickups for private transfers!
Zoho Form
I created a Zoho Form based on the tech brief to enable proactive communication and online information submission, serving as an interim reservation system.
Results
The launch was successfully promoted, driving traffic to the landing page. While the initial response overwhelmed customer care, the Zoho Form provided a scalable solution, reducing their workload and improving customer experience. The form served as an effective interim measure until the permanent website integration was completed.