Industry Sector

Leisure & Visitor Attractions

Client Objectives

To provide a seamless, high-quality booking and customer service experience that reflects the prestige and excitement of The View from The Shard.

The View from The Shard

The View from The Shard offers visitors an unforgettable experience at one of the highest public viewing galleries in Western Europe, located nearly 800ft above London. Spanning levels 68, 69, and 72 of The Shard, this iconic attraction delivers a 360° multi-sensory journey into London’s past, present, and future.

It’s not just a view—it’s a destination that captures the essence of the capital from a completely unique perspective.

The Challenge

To match the exceptional on-site experience, The View from The Shard needed to deliver a pre-visit customer journey that met the same high standards. This meant not only providing efficient and accessible booking services online and over the phone but also offering responsive and brand-aligned customer support.

With the attraction newly launched at the time, the client required a reliable UK-based customer service partner capable of embodying their brand and elevating every guest interaction.

The Solution

OpenContact was selected as the outsourced customer contact partner based on its proven experience in premium visitor-facing services. Before handling a single enquiry, OpenContact arranged for its agents to experience The View from The Shard in person.

This immersive training approach ensured agents could speak knowledgeably and passionately about the destination.

OpenContact now manages:

• All inbound calls related to bookings and customer service
• Outbound support for pre- and post-visit queries
• Complete email handling of guest enquiries

Agents are trained to mirror the luxury and excitement of The View from The Shard in every interaction.

The result is a service that feels like a direct extension of the client’s brand, rather than a third-party provider.

The Result

By combining in-depth product knowledge with rigorous training and a passion for guest experience, OpenContact consistently delivers a booking and service journey that lives up to the elevated expectations set by The View from The Shard.

The partnership ensures that every customer interaction, whether it’s booking a ticket or resolving a query, reinforces the brand’s prestige and enhances the overall guest journey.