case studies: Living Tours
Living Tours and the Digital Revolution with chatlyn
Since its founding in 2004, Living Tours has been dedicated to offering unforgettable experiences to tourists in Portugal and Spain. With more than 100 employees and offices in Porto and Lisbon, as well as a team specialized in the Spanish market, Living Tours organizes daily guided tours, radical outdoor activities, events, experiences and customized team buildings for individuals and groups in the Iberian Peninsula
Key Performance Highlights Achieved with chatlyn
open rate with WhatsApp Newsletters
decrease in
translating time
increase in customer
satisfaction
Challenge
With an offering of over 1600 activities and tours, Living Tours' main challenge was to effectively manage communications with a diverse and global clientele, while ensuring personalized and high quality experiences.
Solution with chatlyn
Implementing chatlyn has enabled Living Tours to centralize all of its communications through an omnichannel platform, including an easy-to-configure web chat widget. However, where chatlyn has really made a difference is in the use of the WhatsApp newsletter tool with multi-language functionality. This tool allows Living Tours to add translations of their newsletters in any language, ensuring that contacts receive the message in their preferred language, or in English if none has been selected. In addition, the use of placeholders to personalize messages, such as including the contact's name, has elevated the customer experience to a new level of personalization.
chatlyn has revolutionized the way we communicate with our customers. The WhatsApp newsletter tool has allowed us to overcome language barriers and personalize our communications like never before. We can now ensure that every customer receives relevant and personalized information in their own language, which has had a direct impact on customer satisfaction and the efficiency of our operations.
Living Tours
Rosa Madalena Lopes da Silva
Living Online Manager
Impact
The ability to send personalized communications and in the customer's preferred language has significantly improved customer satisfaction and customer experience. Operational efficiency has also increased, as the Living Tours team can spend less time on manual tasks and more time improving and expanding its service offering.
The collaboration between Living Tours and chatlyn highlights how the adoption of advanced technology solutions can transform customer interaction and optimize internal operations, enabling companies like Living Tours to continue to deliver exceptional customer experiences in the competitive travel market.
