Taupo Tandem Skydiving (TTS) is New Zealand's #1 Rated Skydive on TripAdvisor and it’s easy to see why. With a dropzone close to the majestic Lake Taupo, Taupo Tandem Skydive is hard to beat when it comes to the views. They are also leading the way amongst tourism activity providers using innovative technology innovation to improve efficiency, get more bookings and happy skydivers.
Daisy, the marketing manager for Taupo Tandem Skydiving, describes how she had an interest in chatbot technology but “all the custom built chatbots were from international providers and came with a pretty big price tag”. Yonder’s innovative approach achieves the same, if not better, outcomes at a price point within reach for most tourism businesses.
Taupo Tandem Skydiving previously used a Facebook Messenger chat tool on their website and from that the value of chat was clear. But it needed to work better with their staff, including offering general webchat as there were many potential customers they were missing who didn’t have or want to use Messenger.
Yonder's approach of letting people chat without needing to give an email is proven to give 3 to 100x more chats than conventional chat tools. TTS found “it makes it that one step easier for customers to ask those potentially mundane questions. It bridges the gap between the customer being unsure to making a booking”. But that means they’d get a lot more chats and the TTS staff just couldn’t meet those immediate customer demands because of the busy operation they were running.
A digital assistant solves that problem - answering mundane questions immediately and freeing up staff time to focus on customers in front of them and address more complex questions. Although some human contact is removed the benefits of customers getting immediate answers outweighs that. In fact a common response to the digital assistant is “Thanks for your help”
A cost effective way to gaining 20 bookings per month and saving previous staff time
Taupo Tandem Skydivings’ chat achieves a 2-3% engagement rate of website visitors and converts on average 10-20 bookings per month directly through chat, not to mention the email leads and website bookings it’s helping generate.
Staff time saved
Daisy described an unexpected but beneficial features, to “see the calculated time saved for our staff as this is something we have never tracked or taken into consideration before”. They’re saving around 10 hours a month, and a lot less disruption for their front line staff.
Deeper understanding of customers
The metrics panel has also been helpful for Daisy to “see what are the most frequently asked questions from our customers are. These insights have led us to tweak information on our website and booking system to help answer those basic questions.” Knowing what the “path of our customers” is means that Daisy can improve the marketing messages and have valuable data on how potential customers are interacting with their website.
Website messages to enhance engagement
Another feature Taupo Tandem Skydiving loves is the ability to put engagement messages on any page of their website. “We especially like the targeted messages option for when we are running specials. So great to be able to put this message pop-up in front of our customers as soon as they visit our site”. This helps reduce bounce rates and makes them more likely to book direct through your website, something that every operator wants more of.
With these benefits it’s no wonder that Daisy and her team “really enjoy” using Yonder and continue leading the way with digital innovation to make sure they maintain their number one spot as the best place to skydive in New Zealand.
Yonder enjoys helping forward thinking tourism businesses who strive to improve customer service and staff wellbeing. If you would like to know more please get in touch with Yonder for a friendly chat.