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Self-service rate 91%
Time to solution 29.5 sec
Holidu helps travelers to find a holiday home at the best price available on various booking platforms. Experiencing a lot of repetitive questions pre-booking, Holidu automated their support to offer fast and convenient self-service to their customers to get them the help they need whenever they need it. Their chatbot Holly handles around 3,500 conversations per month.
The company was founded by two brothers in 2014 after a frustrating experience trying to book a holiday accommodation for a surfing trip in Portugal. Wanting to create a better experience for their customers, Holidu now offers an easy solution to compare vacation rental offers and book them directly on their platform.
Experiencing that travelers tend to have a lot of questions before their booking, Holidu wanted to cater to these needs without taking away time from their service team. As a lot of the requests were repetitive and of high volume, they were looking for a digital touchpoint that could support their customers automatically.
Holidu’s service team needed a solution which would relieve them immensely once implemented and could offer instant, convenient and scalable help to their customers. In order to automate their first level support as much as possible, they chose to onboard a chatbot. Holly joined their team in November 2020.
In the beginning, they started with testing the impact and the acceptance of the chatbot with an A/B test. 50% of their customers were sent to their FAQ page while the other 50% got help from their chatbot Holly. The results were clear: Those who interacted with the bot were much more satisfied with the help they got. The user experience (UX) of the bot was superior as it offered guided support which led to the desired solution with just a few clicks.
Holly supported customers to find the right answers on topics like the price of a rental or to confirm the availability. The bot functioned also as a friendly guide to show the customer where to find answers and information needed on Holidu directly, covering classic topics like “Can I bring my dog”, parking, pool and other amenities like BBQs and questions related to the interior of the rental. She quickly became their digital vacation home expert, helping customers 24/7.
Now deployed full time, their chatbot Holly solves around 3,500 service requests each month. It’s highly accepted by their customers with a sky high self-service rate of 91% and a CSAT of 78%. This way, customers needing simple and immediate support pre-booking have no wait times at all and can solve requests at their convenience. It only takes 29.5 seconds on average until they get their solution.
For Holidu’s customers and their service team the bot is the perfect addition as it caters to vacationers who can’t wait to travel again 24/7 no matter where in the world they are. In addition, it allows their service team to focus again on the bigger and more complex topic areas post-booking. In case someone needs human support pre-booking, Holly is integrated to their CRM system Zendesk, allowing for seamless ticket handovers.
Since then we noticed the following improvements:
Hours of work saved each week
Time to solution
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