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Case Study

Vacation consulting & sale through WhatsApp

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In the tourism industry, email and call volumes are often high, especially during peak travel or booking periods. The use of messaging apps such as WhatsApp with the support of chatbots can increase efficiency in consulting and customer service and also support the sale of travel.

Learn how TUI Germany is using its messaging service to better manage its inquiry volume and sell additional travel through the channel.

 

Exclusive insights:

  • Challenges: High email volume, expense of phone service.
  • Concept and implementation: Use of WhatsApp and Apple Business Chat as a personal consulting, service and sales channel with chatbot.
  • Successes: More efficient service, 90% of inquiries answered by chatbot, 65% click rate on website offers

The WhatsApp service is well received. Due to the good and efficient advice, trips are also arranged.

 

Julie Desmet

Digital Business Solution Manager at TUI Germany

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