direct bookings leads time revenue customers enquiries reviews

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

Chat2 Concierge expertly blends our cutting-edge live chat software with the precision of AI to support our dedicated team of customer service professionals. Your website visitors will receive personal one on one service with real customer service specialists, 24/7, every day of the year.

We offer more than answers to your online visitors, but a real human interaction that provides reassurance, guidance, and warm, friendly assistance that only real conversations can achieve. With AI's support, our team guides the conversation towards a direct booking through a real conversation that is both genuine and optimally helpful.

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.

Our service excels in engaging not only domestic but also international visitors, regardless of the time of day. Your business will be better equipped to secure early direct bookings and handle enquiries from around the world, ensuring you never miss an opportunity to attract a global audience.

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.


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


Enhance guest satisfaction with a live chat service that holds 'Real Conversations with Real People.' Guests can comfortably enquire anonymously, asking questions they might not via phone or email.


Potential guests receive a service that fosters trust from the first interaction by providing real-time, personal assistance, ensuring a positive first impression.


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


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


We are an Australian-owned and operated business with 10 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. 


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. In fact, 2022 has seen the most online enquiries ever – surpassing pre-Covid levels.

"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”.

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."

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 (based on an average of five minutes for a staff member to answer each enquiry).


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

of customers
1 %

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.*

of customers
1 %

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.*

of customers
1 %

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

of customers
1 %

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

* Source Qualtrics XM Institute ROI of Customer Experience


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

Chats are easily answered using our custom knowledge base with AI integration. Every one of these chats saves your staff precious time so they can focus on other important areas of the business.

At times chats can be complex, when visitors need reassurance, guidance to find information and 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.



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
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
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
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

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."


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 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.


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.


"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


Chief Operating Officer


Account Manager


Service Specialist


conversion rate
1 %

Where a sale is made or contact details obtained.

extra time on website
1 %

Providing SEO ranking benefits for your website.


Average response time to connect to website visitors.

100 %

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

Source Comm100 Live Chat Benchmark Report Covid-19 Edition


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.


per month

No lock-in contract

Month 1 FREE

+ $299 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.


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 $299 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!

With our unique, innovative live chat software and our team of online engagement agents 24/7, you will have the power to maximise your sales, leads, bookings, conversions & attract more enquiries.



Exclusive Offer!

Free access to Special Tourism & Hospitality Industry Presentation

More direct bookings.
More customer service assistance.


You can book a time for your demo right now.