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Always Online, so you don't have to be!

Chat2 Concierge combines unique, innovative live chat software with our team of professional customer service specialists online 24/7, 365 days a year, engaging with your website visitors in the moment they're ready to buy.
We provide customers reassurance, guidance and the welcoming, friendly assistance that only a team of REAL people can provide.

We understand that most hospitality and tourism operators have struggled to adapt to and recover from the impacts felt due to COVID-19. Our team can help to maintain the consistency you need, through the uncertain times, keeping an up to date dialogue running between you and your guests.

We can help you!

Tourism and hospitality businesses typically see significant benefits almost immediately as the first step for all travellers is to explore their options online, and quite often this is outside business hours.

During business hours, our services free up your staff to attend other business needs.

With our custom knowledge base we can adjust to match your peaks and troughs of demand to ensure your customer is never kept waiting.

As well as attracting domestic bookings now, we will empower your business to be one of the first to attract those early direct bookings and enquiries from international visitors once borders open again.

Our team are there 24/7 providing a welcoming, professional representation of your business while you sleep.

We are answering enquiries, capturing customer details,  and encouraging DIRECT BOOKINGS.

SERVICE

We provide professional online customer service, 24 hours a day, at a flat rate - no overtime or penalty rates.

SATISFACTION

You will receive more enquiries. Live chat is the preferred method of communication since COVID-19. Guests enjoy the anonymity and ask us questions that they wouldn't have on the phone or email.

Integrity

Potential guests will receive personal and friendly service, creating a great first impression of your organisation.

KNOWLEDGE

We create a custom knowledge base used to answer questions from your online visitors, freeing up your staff's time.

EXCELLENCE

We believe in continuous improvement and capture feedback on our service from all current and future guests on your website.

EXPERIENCE

We are an Australian-owned and operated business with over 7 years' experience servicing a range of industries including Tourism & Hospitality.

start now

1 Month FREE

How do we Know We Can Help You?

Tourism & Hospitality is where we started

Based in Queensland, Australia with staff based locally as well as across the globe, we understand the complex local, domestic and international markets and the importance of direct bookings. 

CASE STUDY

Passions of Paradise

Linchpin Great Barrier Reef Operator


Passions of Paradise has been using Chat2 Concierge since 2017 and in December 2019 had over 100% growth in online enquiries compared to 2017 and 2018.

Even when the industry began suffering in January 2020, they recorded 30% growth compared to both of the prior years.

"Chat2 Concierge is converting 80-90% of our online conversations and with the team providing 24-hour service we are attracting more domestic and international direct bookings”.

Alan Wallish

Passions of Paradise believe outstanding customer service is essential to their success and their team have worked closely with us to ensure that online responses are always up to date and accurate. 

They have found that with the use of Chat2 Concierge , their staff have been freed up from the significant amount of time they used to spend on the phone, answering social media enquiries, and responding to emails, leaving them to focus on delivering the Passions of Paradise experience.

"We have found that if online questions are answered instantly in the moment people are looking, then it is so much easier to get the booking."

Alan Wallish
You will appreciate the value

We work 365 days at a flat rate. A fraction of the cost for a business to staff itself. We also have agents available to manage the peaks and troughs in demand to ensure your customer is never kept waiting.

Chat2 Concierge client's equivalent labour saved in October 2021 (based on an average of five minutes for a staff member to answer each enquiry).

FEATURES

Concierge team 24/7

A team of REAL people, trained in your business engaging website visitors, driving sales & enquiries.

Website, Google, Facebook & Instagram integration

We respond to visitors ON YOUR WEBSITE, from Google chat, answer your Facebook Messages and Instagram Direct Messages within one seamless service.

Multiple sites

Managed within one platform. Ideal for businesses with sub-brands.

Custom design*

Of the Chat2 widget to integrate with your website/brand. Check out the styles here at chat2.com/widgets
*Optional extra.

File transfer

Directly to visitors such as a form or brochure.

Google Analytics integration*

Data about your website visitors’ chat interactions pushed as an event to Google Analytics.
*Optional extra.

Reporting & data

Can be viewed instantaneously through your Chat2 dashboard including visitor contact details if available, location, date and time, survey results and chat content.

Dedicated Account Manager

To provide assistance and deliver your business updates to the Concierge team. such as new products and promotions.

Custom knowledge base

Created so we interact quickly, effectively, and accurately with your website visitors. You will receive your commonly asked questions, words, and phrases for website integration to assist SEO and inform SEM.

Conduct surveys, ask for reviews

Auto-trigger or manual.

customer Experience - the stats

1 %
of customers

Who had a very good customer service experience are likely to purchase more products or services from that company in the future. Only 25% would do the same after a very poor experience.*

1 %
of customers

Who had a very good customer service experience are likely to recommend the business. Only 16% would do the same after a very poor experience.*

1 %
of customers

Rate an immediate response as important or very important when they have a customer service question. +

1 %
of customers

Define an immediate response as being 10 minutes or less.+

* Source Qualtrics XM Institute ROI of Customer Experience, 2020

CHATS FROM OUR TEAM

Below are transcripts of real chats between Chat2 Concierge and visitors on tourism operators’ websites. 

Sometimes chats can be pretty straightforward and easy to answer using our custom knowledge base. Every one of these chats saves your staff precious time so they can focus on other important areas of the business.

Other times chats can be complex when visitors need reassurance, guidance to find information, and the welcoming, friendly assistance that only a team of REAL people can provide.

We answer extensive questions, reassure & guide.

Direct booking and securing a loyalty member.

SOME OF OUR CLIENTS

WHAT OUR CLIENTS SAY

Chat2 Concierge is converting 80-90% of our online conversations and with the team providing 24 hour service we are attracting more direct bookings.
Alan Wallish
MANAGING DIRECTOR & FOUNDER, PASSIONS OF PARADISE
Chat2 Concierge is sharing our promotions and encouraging direct bookings, which is a significant benefit reducing the amount we have to pay in large commissions.
Jo Neil
DIRECTOR OF SALES & MARKETING, CAIRNS COLONIAL CLUB
Due to the benefits we were seeing including strong lead generation and increased competitiveness against the OTA’s, we agreed to continue the service.
Brent Christofferson
GENERAL MANAGER, BRISBANE VIRGINIA INTERNATIONAL HOTEL
They are answering many and varied questions ... providing exceptional online customer service to our clientele and saving our front line team so much time on the phone and email.
Graeme smith
GENERAL MANAGER, BAY OF MANY COVES

what Our client's customers say

"My experience...was excellent from the get-go. I was confused about which company to travel with ... I had a live chat with Paige who was very prompt and helpful, even though it was after hours. That gave me confidence that I would be able to dive the next day."

benefits

De-escalate issues

We deal with complaints in the moment before they can be aired on review sites or social media.

Direct Bookings

We encourage direct sales & bookings when visitors are on your website so they are less likely to buy elsewhere.

Available 24/7

We respond in real-time, 24/7, 365 days a year, servicing customers in every time zone.

Customer Satisfaction

Live chat satisfaction rate was 83% in 2019, higher than email , apps, social media messaging and phone calls.
(Source Statista).

Streamline staffing

A reduction in the number of enquiries your staff answer means they can focus on other areas of the business.

Security

Security and confidentiality are our top priority. Chats are fully encrypted with SSL.

More Enquiries

Visitors enjoy the anonymity of live chat and ask us more questions rather than wait to call or email later.

loyalty & SEO

Website visitors that get instant answers, return and stay longer assisting your search rankings.

value

Around the clock service at an unbeatable cost. No overtime or penalty rates.

Consistent service

Even if your staff change over we provide consistency with no further training required, saving you both time & money.

Website & Facebook

We respond to your website visitors and Facebook Messenger enquiries 24/7, 365 days on one seamless platform.

team work

For complex questions, we transfer the visitor directly to your reception or obtain their details and immediately email the relevant staff.

Why Wait?

Start now this amazing trial offer.

Includes

"Our clients have welcomed the opportunity to trial Concierge... 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 Webley
Pinnacle Tourism Marketing

Some of Our Team

Karen

Chief Operating Officer

Kellie

Account Manager

Cathy

Service Specialist

OUR CHAT2 STATS

1 %
conversion rate

Where a sale is made or contact details obtained.

1 %
extra time on website

Providing SEO ranking benefits for your website.

1
seconds

Average response time to connect to website visitors.

100 %
increase

in Live Chats in the Consumer Products & Services industry compared to pre-COVID. 

Comparing January-March 2020 to April-August 2020.  Source Comm100 2020 Live Chat Benchmark Report Covid-19 Edition

GET STARTED WITH A MONTH'S FREE SERVICE

An online team of real people, highly trained engagement and service specialists, educated in your business who will respond to enquiries in real time, 24/7 when your customer is on your website and wants answers.

No lock in contract. Cancel anytime. First month FREE.

Includes

per month

No lock-in contract

Month 1 FREE

+ $199 Knowledge Base*

*Yours to keep. Use it to:

  • train staff
  • as FAQ’s on your website
  • keywords for SEO & SEM
  • keep us updated on new messaging
  • Includes up to 250 responses.
Monthly*

thereafter

Cancel any time

*Tiers based on a 3 month rolling average of chat activity.

* More than 200 chats per month incur additional charges of $50 per 50 chats thereafter. Package subject to availability and cancellation. Knowledge Base creation attracts a one off set up fee of $199 for up to 250 responses,  ongoing updates are included as a part of the package at no additional cost.

Why Wait?
Within 5 days You Could be getting

MORE Enquiries & Direct Bookings!

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Exclusive Offer!

Free access to Special Tourism & Hospitality Industry Presentation

More direct bookings.
More customer service assistance.

Congratulations!

You can book a time for your demo right now.