A Chatbot case study by In Marketing We Trust
Club Med was eager to provide a greater user experience and customer service to increase bookings. During our initial user research we discovered that Club Med users were not getting the information they required during the booking process.
We created a chatbot to provide live customer service to Club Med users to help turn potential customers into actual customers. This solution worked because it meant Club Med was able to answer all user questions onsite.
To create even more bookings on the website we customised the chatbot to promote Travel Fair, the main menu was also tailored to promote Travel Fair deals so that users could quickly access promotions.
Club Med now has a direct channel to potential customers in the booking process. They are better able to understand where information gaps are in the website and as such have the opportunity to create a greater user journey.
Club Med is now building a database of potential customers to retarget to increase direct bookings.
During the Travel Fair promotion:
The chatbot was customised to promote Travel Fair. The main menu was tailored to Travel Fair deals to make it easier for users to get promotional offers. The results from the promotion show the potential chatbots have to promote specific campaigns within a website.
Thank you IMWT team for being a great support during the set up and roll out of this very new “Chatbot” tool.
With my curious nature, I was eager to launch the Chatbot to enhance the user experience onsite and of course as a new revenue generating tool. I was however skeptical at first due to the lack of manpower in my team and the risk of investment (time + money).
IMWT assured me that they will be with me throughout the process and I must say, they’ve done a great job at keeping to their promise and even going the extra mile to make the Chatbot a success story for Club Med today!
Thank you once again & our journey to take Chatbot to greater heights continues….
– Tania F., Digital Marketing Manager, Club Med