BalloonMan: Rising in the world of cloud-communications
Overview
Melbourne-based hot air balloon operator, BalloonMan, is a small business operator that leverages the Whispir platform. Whispir’s centralised contact and cloud communications platform allows tour operators to manage and improve their customer experience while reducing manual procedures.
The challenge
As a premier tourism operator, BalloonMan needed to communicate with patrons and remote workers in a timely manner to organise and confirm trips and provide updates.
As a hot air ballooning service provider, their operations are easily affected by weather conditions.
In order to manage and maintain constant communications and updates, 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 centre within its operations and needed a centralised platform to provide a streamlined, two-way communications system.
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."
The solution
Cloud communications solution
Using Whispir’s cloud communications capability, BalloonMan’s booking confirmation system allows staff to send SMS and email messages that link to rich content messages. These provide customers with interactive prompts to confirm booking and pick-up, enhancing the customer experience and its own business processes.
Multichannel communications
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.
Enhanced reporting features
Since Whispir’s integration into BalloonMan’s communications system, all B2C communications are now managed, tracked, and executed within the platform in real-time, which has dramatically reduced the communication needs that have caused friction with customers in the past.
Get in touch to book a demo
If you're a small-to-medium-sized organisation and are looking for efficient communication solutions, contact Whispir today.