CASE STUDY
Kuranda Tours
GAINING A COMPETITIVE EDGE WITH LIVE CHAT
Background
Kuranda Tours is a boutique operator offering rainforest and cultural experiences in the village of Kuranda, Queensland. With a small, hands-on team focused on running tours and serving guests, customer enquiries often competed for attention and created additional workload. Like many small tourism businesses, maintaining professional and timely customer communication while managing operations was a constant challenge.
CHALLENGE
- Managing a steady flow of enquiries without being pulled away from daily operations
- Increasing pressure from emails and phone calls that took focus off running tours
- Concern that an external team might not capture the unique style and idiosyncrasies of the business when engaging with customers
SOLUTION
Through our partnership with Kuranda Tours, we delivered dedicated live chat support that put real people in conversation with their customers. Our warm, professional approach answered questions instantly while staying true to their brand. A custom knowledge base allowed us to quickly understand and adapt to their specific requirements, making it surprisingly easy for their team to trust our service. Their staff focused on higher-value work while we ensured potential customers were well cared for and guided seamlessly through bookings.
OUTCOME
- An immediate return on investment, with the first booking of the year secured through Chat2
- Noticeable drop in emails and phone calls, freeing the team to focus on running the business
- Confidence gained from having professional, real-time support consistently engaging customers
- 24/7 presence ensuring enquiries are answered at any time of day
“I am so happy and impressed with the service I receive from Chat 2, it has really given my business an edge, the team are real people so they fully engage with my customers. This really helps me focus on running the business and leads to less emails and phone calls, but knowing my business is being professionally represented. If you are considering using this service I highly recommend that you do you will definitely not regret it and it is so affordable too!!”
KURANDA TOURS
Andrea
With our unique, innovative live chat software and our team of online engagement agents 24/7, you will have the power to maximise your sales, leads, bookings, conversions & attract more enquiries.
