Treebo Club reduces call volumes by 60% and upskills 93% of its staff using Gupshup Conversation Cloud
The hospitality chain makes the most of conversations across marketing, commerce and support, upskills workforce.
66%
Reduced dependency on human agents
60%
Lower call volumes with self-serve
93%
of staff engaged and trained
50%
Lift in abandoned bookings
About the brand
Treebo Hospitality Ventures (THV) is a leading hospitality company specializing in the economy and mid-market segments of the hotel industry. Treebo takes great pride in enhancing the lives of millions of travelers by offering exceptional and memorable stays. Through it’s diverse portfolio of brands, the hospitality chain is dedicated to making the joy of travel accessible to all.
The booking platform, Treebo Club, provides India’s most rewarding stay experience. At every hotel, guests enjoy a perfect blend of comfort and exclusive perks, ensuring a stay that’s both enjoyable and enriching.
Objectives
The retention marketing, customer support and internal training operations teams at Treebo had different objectives – effectively engaging and remarketing to high intent leads, making customer support easy, and aid in effective staff learning and development. Gupshup partnered with Treebo Club to leverage conversational channels like WhatsApp for use cases across the customer lifecycle and to augment internal training.
Solution
Targeted marketing campaigns
Treebo Club leverages WhatsApp to reach out to its user base with promotions, remarketing to high intent leads, i.e. those who have made bookings in the past and to nudge users that have dropped off in the booking journey and encourage them to pick up where they left off. These have led to a recapture of 50% of abandoned journeys, having been able to nudge customers to complete their hotel bookings.
Solution
Hotel discovery and bookings
Hotel discovery and booking micro-journeys are in place to help guests find the hotel best suited for their travel needs. Customers also have the option of contacting the hotel directly via WhatsApp, making requests for arriving early or departing late, making advance payments, and making any special requests on their hotel bookings directly via the virtual assistant.
Customer support
Customer support is an integral part of the travel industry where customer satisfaction and repeat business depend heavily on the booking and post-purchase experience. With the combination of virtual assistants and Agent Assist on Gupshup Conversation Cloud, Treebo Club’s customer support team has been able to reduce call volumes to the tune of 60% by providing seamless handover to agent support via chat on WhatsApp.
This is being leveraged by the support team for both user initiated and brand initiated support and post purchase interactions, for instance, solving customer queries on cancellations or rescheduling after the booking has been confirmed. The impact can be seen in the fact that incoming call volumes have reduced by 60%, which helps in cost optimization of more than 66% in human agent costs, as these queries have transferred to self-serve using the WhatsApp virtual assistant.
“The impact can be seen in the fact that incoming call volumes have reduced by 60%, which helps in cost optimization of more than 66% in human agent costs, as these queries have transferred to self-serve using the WhatsApp virtual assistant.”
Internal staff training assessments
To aid in continual learning & development of its 4,000+ hotel staff pan India across customer service, front desk and F&B teams, Treebo Club uses WhatsApp as a medium to distribute training material to supplement offline training, along with running quizzes and assessments.
The team found that quizzes on WhatsApp saw higher engagement and participation rates as opposed to email or other methods, with 93% attempting and clearing monthly assessments. The assessment journeys are designed to be simple with multi-choice options, and a monthly leaderboard is shared to motivate staff to become top performers.
Client Speak
As the Indian consumer base is evolving, we see an increasing number of people being tech savvy. Consumers today are far more comfortable interacting with businesses via chatbots or voicebots, as long as their needs are met in a timely manner. Gupshup Conversation Cloud has enabled us to acquire, retain, engage, and support customers through the entire booking lifecycle through innovative conversational journeys on WhatsApp. We also use the platform to design Learning & Development assessments for our 4,000+ staff across India, which has seen a participation rate of 93% on average per month.
Solution
Conversational Marketing, Conversational Support
Channel
Industry
Travel & Hospitality
Continuous innovation
As a hospitality brand looking to continually improve the customer and employee experience, Treebo Club is looking to adopt Conversational Advertising to help boost lead generation efforts and build a robust first party database.
Additionally, channel fallback through Gupshup Smart CPaaS is on the hospitality group’s radar, as they aim to reach more of their target audience despite message failures. Further, they are also keen to experiment with Gen AI to make discovery, recommendations and support far more streamlined.
