Melbourne-based hot air balloon operator BalloonMan is one of the latest small business operators to join the Whispir platform. Using Whispir’s centralised contact and cloud communications platform allows the tour operator to manage and improve their customer experience while reducing manual procedures.
Uplifting customer service
As a premier tourism operator above the city of Melbourne, Australia, BalloonMan needed to communicate with patrons and remote workers quickly to organise, confirm, and update them each day before operating.
As a hot air ballooning service provider, their operations are easily affected by weather conditions on the day. This reliance on peak weather conditions means their operations are immediately affected in the event of bad weather and created a need for an effective and reliable communication platform.
In order to manage and maintain constant communications and updates, BallonMan administration staff need to constantly update customers, particularly ahead of any potential cancellation in the early hours of the morning. As a result, the business faced a considerable challenge in managing the logistics of a contact center within its operations and needed a centralised platform to provide a streamlined, two-way communications system.
The cloud communications solution
BalloonMan leveraged the capability of the Whispir platform to build and cultivate a communications system that allowed administration staff to effectively contact and connect with every customer.
Using Whispir’s cloud communications capability, BalloonMan’s booking confirmation system now allows for the administration staff to send SMS and email messages that link to rich content messages. These entail comprehensive event information and provide customers with interactive prompts to confirm booking and pick-up, enhancing the customer experience and its own business processes.
Since Whispir’s implementation, the business sends between 1,500 and 2,000 SMS and email messages a month to the customers to ensure each tour is managed without disruption.
Since Whispir’s integration into BalloonMan’s communications system, all B2C communications are now managed, tracked, and executed within the single platform in real-time, which has dramatically reduced the communication needs that have caused friction with customers in the past.
“The potential disruptions weather can cause our business is worsened by our operation time frames. We pick up our customers before dawn and need to make sure if there is any cancellation, that they are impacted as little as possible. Now, we can send our customers a message using SMS or email which hyperlinks through to a rich message that gives customers more information about their tour as well as a prompt to confirm their booking on time. Our communications look more professional and have made organising our tour groups so much easier.” - Jenny Whiley, Administrator, BalloonMan
If you're a small to medium-sized organisation and are looking for efficient communication solutions, contact Whispir today.