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Case Study

High request volume efficiently managed with WhatsApp & chatbot

In the tourism industry, email and call volumes are often high, especially during peak travel or booking periods. With the use of messengers such as WhatsApp and the support of chatbots, this can increase efficiency in consulting and customer service for hotels or tour operators.

Learn how hotel group Heimathafen Hotels uses its messaging service to reduce its email volume and a chatbot to relieve its service team.

Exclusive insights:

  • Challenges: High email volume, expense of phone service.
  • Concept and implementation: Use of WhatsApp, Telegram and Apple Business Chat as a personal consulting, service and sales channel with chatbot.
  • Successes: 60% of inquiries taken over by chatbot, service twice as fast, significantly reduced email volume

By using messengers, we manage to handle more requests every day without having to increase the size of the team.

 

Christian Sroka, Chief Marketing Officer, Heimathafen Hotels

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