Melior Travel is a travel and events agency that only offers tailor-made trips and events. Standard packages are not an option – every vacation and event is individually designed. The team of 10 is dedicated to creating personal experiences and holds the highest standards for quality and efficiency.
As a growing company with a clear target audience, Melior Travel faced a central challenge: the increasing number of unqualified inquiries was straining the team. A solution was needed to maintain focus on relevant customer inquiries.
Challenges: Optimizing Inquiry Handling
Melior Travel received dozens of inquiries daily, many of which were vague or unclear. Questions such as “How much does a trip to the Maldives cost?” often led to lengthy processing times without revealing any real demand. The processing time per inquiry varied significantly, from 2 to 4 hours for city breaks to up to a week for personalized trips. Additionally, the initial response to inquiries took about 20 minutes on average, which was not ideal for quickly engaging potential customers. The CEO sought a solution to address these challenges, sustainably relieve the team, and require minimal effort for implementation and maintenance.
Solution: Introduction of AI Chatbot Meli
To optimize inquiry handling, Melior Travel implemented Meli, an AI-powered chatbot, on their website. Its main goal: pre-screening to gather relevant information from prospects and qualify inquiries.
Key Features of Meli:
Natural Communication: Meli was designed to provide dialog-based, friendly conversations, giving users the impression of being personally attended to.
Data Collection and Forwarding: Meli accurately collects contact details and travel preferences from inquiries. These are automatically forwarded to the team’s email and a Google Sheets database.
Automated Initial Response: With Meli, the time for the first response dropped from 20 minutes to 0 minutes.
GDPR Compliance: Data is processed securely and in compliance with data protection regulations, with clear processes for archiving and retrieval.
The name Meli was intentionally chosen to give the chatbot a personal touch. Customers feel welcomed and perceive they are interacting with a team member.
The implementation took one and a half months, including planning, development, and multiple testing phases. Thanks to a user-friendly integration, the process was efficient and required minimal resources from the team.
Results: Efficiency and More Qualified Inquiries
After six weeks of operation, Meli delivered impressive results:
Time Savings for the Team: The average processing time per inquiry was reduced by 30 minutes. This allows the team to focus more on planning unique trips.
Efficient Inquiry Processing: Meli has already processed over 300 incoming messages, achieving an 11% conversion rate. This means that 11% of those who interacted with Meli became qualified leads.
Faster Responses and Customer Satisfaction: With immediate initial responses, prospects feel attended to right away, strengthening customer loyalty.
Outlook: Expansion to Social Media
Melior Travel is already planning its next step: developing an AI Travel Ambassador for social media channels. This innovation will enable interaction with potential customers on platforms like Instagram and Facebook to capture their travel needs.
The successful implementation of Meli demonstrates how AI solutions can help optimize processes, save time, and improve customer satisfaction.
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