CASE STUDY
Bay of Many Coves
Client Since: 2019 Location: Queen Charlotte Sound, New Zealand Service: Chat2 Concierge – 24/7 Human + AI Hybrid Live Chat Service
Background
Bay of Many Coves partnered with Chat2 in 2019, just before the tourism sector faced global disruption. Even during their temporary COVID-related closures, Chat2 maintained live support, helping them stay connected with future guests and preserving their brand presence in a competitive market.
🔑 Key Outcomes
🌍 Expanded International Reach
- In 2019, the majority of enquiries came from New Zealand-based guests (33%), with smaller audiences from Australia (21%) and the U.S. (16%).
- By 2025, the conversation mix has shifted, now actively engaging a growing international market, particularly from Australia and the United States.
💬 Increased Engagement & Conversion
- During the initial trial, 67% of chats were initiated via our custom prompts, resulting in a strong 93.55% conversion rate.
- By 2025, prompt strategies have become even more refined, driving consistent high-value engagement and conversions—especially during low season and after hours.
- Chat2 continues to guide guests naturally toward bookings, rather than relying on passive menus or self-navigation.
📉 Fewer Enquiries Escalated to Email
- In 2019, 48% of chats were escalated to email for resolution.
- In 2025, only 25% of chats require email follow-up, with the majority of questions resolved live within the chat session itself.
⏱️ After-Hours Support & Labour Efficiency
- More than 53% of chats now occur after business hours, ensuring no opportunity is missed, regardless of when a potential guest visits the site.
- Chat2 currently saves the Bay of Many Coves team approximately 10 labour hours per month, freeing up the reservations team to focus on high-touch guest experiences.
✅ Why It Works
Chat2 Concierge combines real human support with smart AI tools to deliver personalised, warm conversations that drive outcomes. Our team engages early in the booking journey, qualifies group bookings, answers complex guest questions, and ensures no valuable enquiry slips through the cracks. With a consistent 90%+ conversion rate, Bay of Many Coves has seen a measurable return through increased bookings, guest satisfaction, and improved operational efficiency.
📈 Highlights Over Time
- Growth in international guest engagement
- Reduced reliance on email support
- More after-hours enquiries captured and converted
- Strong, consistent engagement through proactive prompts
- Greater efficiency for the in-house reservations team
"We made a decision a year or two back to engage Chat2 to manage our online website enquiries. Outside of the enormous success we have enjoyed following that decision – these guys understand what a true partnership is.
BAY OF MANY COVES
Resort Manager
