Thailand Tours
20 Years of Crafting Dream Vacations – And a Bottleneck in Customer Service
Thailand Tours are true specialists in their field. With over 20 years of experience, they create tailor-made dream vacations to the Land of Smiles, whether guests are looking for deep jungle adventures, total relaxation on a pristine beach, or a safe family trip. Their in-depth local knowledge makes them one of the absolute strongest travel agencies on the market.
However, with great popularity comes a massive volume of inquiries. Every day, their platforms are visited by curious users with questions about everything from travel types and prices to seasons and destinations – for example, "Which destination is best for a family with children?". Having to answer these initial questions manually put a heavy strain on customer service and took valuable time away from what the consultants do best: crafting unique, complex travel packages.
From Healthy Skepticism to Rollout Across Three Domains
To free up resources and elevate the level of service, Karla was integrated as a digital travel assistant. Karla is now an active part of thailandtours.dk, thailandtours.no, and lotusrejser.dk, where she speaks to users at eye level in a customized design, providing instant answers without them having to wait for an email or sit in a phone queue.
"We wanted to utilize new technology to provide the users of our website with a good and reliable chatbot when they were looking for a trip to Thailand, and Karla delivered just that. Likewise, the goal was also to save resources in our customer service. In the beginning, we were skeptical about whether the answers users received were relevant. Therefore, we tested this on one of our websites initially, after which we have now launched the chatbot on all sites for Thailand Tours and Lotus Rejser."
Alexander Søderberg, co-owner
New Leads and a Data-Driven Shortcut to Better Content
Karla doesn't just act as a digital encyclopedia; she is designed to build bridges. If a user wants a customized quote, Karla swiftly puts them in direct contact with a human expert at Thailand Tours. This seamless transition ensures that travel dreams are quickly turned into decisions.
At the same time, the solution collects valuable data on customer behavior and preferences, creating value far beyond the chat itself. Alexander elaborates:
"In addition to providing users with good, fast, and relevant information about our trips, we also get quite a few leads. Furthermore, Karla has helped us optimize the content on our websites, as the data we receive gives us a great insight into where our content is lacking."
With Karla, Thailand Tours has created a future-proof travel service where AI takes care of the routines and generates warm leads, while the humans take care of the personal travel magic.
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