Industry
Travel & Tourism
Products
WatBox
Customer Overview
- The CruiseWeb is a prominent online travel agency offering a wide range of cruise options from various cruise lines worldwide. The company provides personalized service to help travelers find the perfect cruise experience based on their preferences and budget.
- Committed to customer satisfaction, the CruiseWeb aims to make the cruise booking process seamless and enjoyable.
- Established in 1994, the firm is based in Virginia, USA and utilizes Salesforce as its primary CRM.
Problem Statement
- The CruiseWeb has a team of experienced travel consultants who provide expert guidance and assistance to customers in planning and booking their dream cruise vacations.
- Engaging in brief conversations and quick chats with their prospects proves challenging.
- Although they use Salesforce and an SMS package for communication, they face challenges in promptly receiving responses, as most of their international customers prefer WhatsApp.
- They’ve a specific business use-case to configure different WhatsApp numbers to different Travel Consultant Teams.
Solution Implemented
- Watbox proposed and implemented a solution within their Salesforce instance, integrating multiple sales number.
- Every Travel consultant Team has a different WhatsApp number configured which enables Business segmentation specific to their process life-cycle.
- This enables them to initiate conversations with prospects directly from Salesforce (Person Account object) through Whatsapp Channel.
Result
- 50% increased Lead conversion.
- 25% time saved for closing a Travel consultation with quick responses in WhatsApp channel.
- Improved Customer satisfaction as they’re able to reach out to the CruiseWeb through their preferred communication channel.
.