An innovative company in the tourism sector
Just Travel Tour experienced explosive growth in its conversations and sales thanks to the implementation of FlexiChat, an omnichannel conversational CRM platform that revolutionized its communication with customers.
Since its inception, Just Travel Tour has tested more than 10 different tools with the aim of improving the efficiency of its communications. Its biggest challenge was finding a solution that would integrate all its systems in an agile and cost-effective way, while increasing its responsiveness.
“We have always had difficulties maintaining fast, efficient and constant communication with our clients, something critical for our operation. In addition, we needed an accessible, flexible solution that would not compromise our finances,” says Matheus Alvarenga, Head of Growth at Just Travel Tour.
Solution: FlexiChat for Growth and Automation
By implementing FlexiChat, Just Travel Tour was able to overcome these challenges, achieving significant growth:
- 8X growth in new conversations: In just 10 months, conversations went from 100 in October 2023 to 800 new conversations in August 2024.
- 9X growth in total conversations: From 1,600 in September 2023 to 13,800 conversations in August 2024. Considering that 97% of the growth came from mass campaigns on WhatsApp, thanks to the Mass Broadcasts integrated into FlexiChat.
This increase in contact activity allowed Just Travel Tour to double its customer service team, going from 4 to 8 agents, while reducing the cost per conversation by 50%.
The results of the implementation of FlexiChat have been overwhelming
FlexiChat automates lead qualification with chatbots that filter out non-relevant contacts and prioritize higher-potential prospects.
This approach was key for Just Travel Tour, which managed to double its sales team from 4 to 8 agents, without increasing costs, and handling 8 times more conversation volume! Thanks to FlexiChat, 80% of interactions were handled automatically, accelerating conversion without losing quality.
In addition, Just Travel Tour didn’t just qualify leads; it converted them. Using WhatsApp, chatbots not only collected information such as travel dates, destination, and number of travelers, but also created a valuable database for future campaigns. Each lead was carefully segmented and managed towards conversion, increasing the likelihood of success.
Once a lead is qualified, the work isn’t over. With FlexiChat, Just Travel Tour customized automated message sequences to guide leads on their journey to purchase. From tour quoting to closing the sale, each interaction was designed to keep prospects engaged and focused on what really mattered: traveling. For example, after requesting information about a tour package, the customer received reminders with exclusive discounts and personalized payment options. This ensured that no qualified prospect was left unfollowed, maximizing conversion and post-sale loyalty with satisfaction messages and testimonials.
And when it came to marketing, Just Travel Tour took full advantage of the power of WhatsApp. With an open rate of 60-80% (vs. 10-20% for email marketing), FlexiChat enabled them to launch mass campaigns that generated 9X more conversations in less than a year.
They used personalized campaigns on WhatsApp, such as promotions on tours and alerts for changes in the dollar exchange rate. If a customer indicated they were traveling with children, they received special offers for destinations like Orlando with discounts on theme parks, increasing conversion and engagement.
Thanks to FlexiChat, Just Travel Tour:
Volume of Interactions
In summary, FlexiChat’s methodology, based on the automation of qualification, follow-up adjusted to each stage of the sales funnel, and the use of highly effective channels such as WhatsApp through mass broadcasts, has proven to be an effective solution to increase the conversion rate and, consequently, triple its clients’ sales.
Just Travel is a clear example of how the implementation of this platform can transform operational efficiency and generate significant results in terms of growth and profitability. Likewise, the flexibility of the platform, together with its 24/7 support and full integration capacity, has been fundamental to its sustained growth.
“We plan to continue using FlexiChat to double our turnover next year, after reaching R$ 110 million in the last year. FlexiChat has been key in this path to success,” concludes Alvarenga.