Fred. Olsen Cruise Lines transform CX with online video reservations


Established in 1848, Fred. Olsen Cruise Lines has a rich history of providing unforgettable cruise experiences. 

With a reputation built on personalised service, attention to detail, and a commitment to guest satisfaction, Fred. Olsen is one of the most trusted names in European travel. 

As such, the brand understands the importance of continually evolving to meet the needs of its guests. 

Case in point, the brand’s contact centre team recently tasked themselves with improving their online booking process. 

Previously, customers could only use phone calls or email to converse with Fred. Olsen’s Reservations Team. 

To give their guests a more engaging and personable online experience, Fred. Olsen wanted to deploy a new contact channel:

A channel that could be seamlessly embedded into their website and offer immediate, face-to-face video calls. 

Getting Talkative

To provide immediate, face-to-face assistance to their website guests, Talkative’s video chat was the obvious choice. 

With the ability to launch on-demand video chats within the customer browser - without any downloads - Talkative’s video chat enables Fred. Olsen’s website visitors to enjoy an unrivaled online booking experience.


Since deploying Talkative, Fred. Olsen Cruise Lines’ new video reservation platform has proved an exciting new contact method for its digital guests. 

What’s more, it’s set the brand apart in its delivery of truly customer-centric service. 

This has led to a faster adoption rate than first expected, with a rise in interactions and conversions. 

In fact, 41% of customer video chats led to a quote for a cruise reservation, with 13% leading to a direct booking. 

Clare Ward, Director of Product and Customer Service at Fred. Olsen Cruise Lines had this to say:

‘At Fred. Olsen, our guests are at the heart of everything we do, and we are so proud to be able to offer this personal service to our guests…

‘Our crew aboard our ships are renowned for always having a welcoming, smiling face to greet our guests, and it will be great to replicate this within our Reservations teams, too.’


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