Beach Resort

Before partnering with EverHelp, the client faced several challenges in managing customer support:

• Their support team struggled with the seasonal surge in customer inquiries.
• Guests experienced significant delays, with first responses taking up to 10 minutes in online chats and over an hour via email.
• The absence of a centralized customer database further slowed down the support team’s efficiency.
• As a result of these delays, the client missed out on booking opportunities, leading to lower occupancy rates averaging around 63%.
• Finally, the client was concerned about a low Net Promoter Score (NPS) and negative reviews, with guests frequently mentioning inconsistent and unreliable support.

Having analyzed the client’s struggles, EverHelp has crafted a unique strategy focused on attracting more quests and creating a loyal customer base:

• We assembled a shared support team of 6 agents to handle customer inquiries during the peak season.
• To broaden the client’s online presence, we expanded their communication channels to include Instagram and WhatsApp Messenger.
• Our support team operated 24/7, which significantly reduced first response times to just 2 min via on-site chat, phone, and social media, and 10 min for email inquiries.
• We implemented our AI tool Everly to centralize customer data from multiple touchpoints, making it easily accessible to support agents for more helpful responses.
• Everly also allowed us to automate answers to the most frequently asked queries, such as booking availability, pre-arrival information, and post-checkout reminders. 
• We also established an automated feedback loop, which helped us improve our service and raise the guest CSAT to 87%.‍
• These efforts helped the client improve their online reputation, with their review score rising from 3.6 to 4.4 and their Net Promoter Score (NPS) increasing to 55.