Skydive Tecumseh

Over 4 months Yonder has taken over 300 potential phone calls away from our office staff, allowing them to focus on other calls or tasks.

Shaggio Rodriguez
|
General Manager, Skydive Tecumseh
phone calls deflected in 4m
300
Chats outside 9-5
70
%

Skydive Tecumseh is Michigan’s premier skydiving operation, with state-of-the-art equipment and friendly, professional staff. 

The Skydive Tecumseh pride themselves on being the best in the business — delivering unparalleled customer care is at the heart of what they do. With a thriving business and a small (but mighty) frontline team, Skydive Tecumseh adopted digital tools, such as Yonder to streamline their operations, allowing them to continue to deliver 5-star service to their customers. 


Your 5-star reviewers consistently comment on how great your team is. How do you achieve that while serving a large number of customers with a small front line team?  

Our frontline team is multi-tasking, they’re checking in customers and answering the phone. That inevitably means each day we’re missing phone calls.  The funny thing is, the better customer service person you have, the longer the calls are and the more calls they potentially miss.

Our goal was to reduce phone calls by 10 or 20%. All of the chatbot immediate answers reduced phone calls, meaning we’re less likely to miss a call from a customer that really needs the help. That’s better for everyone.


How has the chatbot performed over the past summer?

In the 4 months we have used the Yonder AI Chatbot, it has successfully answered over 300 separate enquiries about weight, age limit, weather and jump schedule alone, with nearly 70% of those enquiries coming after 5pm. This has accomplished two things: 1. It has given customers answers immediately (when the ‘iron is hot’) and 2. It has taken over 300 potential phone calls away from our office staff, allowing them to focus on other calls or tasks. 


About Skydive Tecumseh

Skydive Tecumseh is Michigan’s #1 longest-running drop zone and one of the leading in the country. Established in 1964, they’ve been helping Michiganders experience the joy of human flight for over 50 years.  Skydive Tecumseh is a family-friendly skydiving center. Their team members are dedicated to creating a welcoming atmosphere and providing excellent service to all of our guests.  Their reputation speaks for itself, with a 4.9-star average rating on Google with 1500+ reviews. 


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