Queensland-based technology company Chat2, is preparing for the second wave of Queensland tourism and hospitality businesses seeking their Concierge service to help with an influx of online customer enquiries and to facilitate direct website bookings, after news that the Queensland borders will open to New South Wales and Victoria on 1 December.
Chat2 has been operating for five years with clients in a range of industries worldwide. However, client numbers have nearly tripled in the last 12 months thanks in part to the support of the Queensland State Department of Development, Tourism and Innovation.
As a successful recipient of the Advance Queensland’s Ignite program, Chat2 has been able to provide their Concierge service to Queensland tourism and hospitality businesses at a significantly reduced cost for a six month trial period, with the first two months free and staged payments rising incrementally each month to $199 in month six.
Chat2 provides live chat on a business’ website with a difference. Their Concierge service is staffed by a team of real people who are customer engagement professionals that use their custom-designed software and a knowledge base to answer many of the common enquiries website visitors have and guide them to book or buy online.
Chat2 Chief Operating Officer, Karen Lloyd-Collins says that some of the key benefits tourism businesses experience include an increase in direct bookings and website traffic, as well as a decrease in the number of hours their staff spend answering questions on the phone or email.
Karen explains, “Using our custom-developed, AI-based software, our team can provide customer service online via a business’ website and Facebook Messenger, 24 hours a day, at a fraction of the cost of a business staffing it themselves.”
“One of our Queensland tourism clients who joined us in September saved nearly 90 hours, or almost 12 days, in equivalent staff labour in October alone. With our Concierge team engaging their online visitors and answering common questions, time is freed up for the business’ staff so they can focus on other important areas.”
Pinnacle Tourism Marketing who offer representative and consultative services for the tourism industry, has appreciated the initiative that has enabled some of their clients to try out the service.
Mike Webley, Business Development Executive for Pinnacle says that “Our clients have welcomed the opportunity to trial Concierge. For many tourism and hospitality operators, this type of service is new to them. To be able to see how it works and experience the benefits for their business for free and without a lock-in contract, has been of great assistance to them during these uncertain times.”
“While it is still early days for our clients, the monthly reports we have seen so far have been very encouraging and are certainly delivering the promised benefits,” Mike says.
“Implementation of Concierge takes only five days from sign up to go-live. That means we can be assisting tourism businesses dealing with their influx of enquiries by the start of December. And because we have a team of people, we can manage the peaks and troughs of demand without an operator having to worry about quickly recruiting and training staff,” explains Karen.
“We are very grateful to the Queensland Government and also Tourism and Events Queensland for their support. We are confident our service will benefit tourism operators in the region in the short and long term as international travel becomes possible once again.”
Free online information sessions for interested tourism and hospitality operators are scheduled for Thursday 3 December at 10am (AEST) or by request. See chat2.com.au/tourism
27 November 2020
