How House of Tours Increased Lead Generation by 146% using Haptik

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Industry

Travel

Platform

Website

Live Since

September 2019

Product Used

Customer Care

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Haptik has been instrumental in driving transformational ROI with personalized, instant support that empowers our customers to search for holiday packages, change their bookings, explore visa eligibility, and lots more by directly interacting with the IVA – thereby freeing agents to handle high-value conversations. Using the IVA, we’ve been successfully able to convert website visitors into paying customers, without investing in additional marketing efforts.

— Shijin T.N, Product Manager, House of Tours

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Established in 2006, House of Tours is a holding company with diversified investments across Travel, Aviation, Insurance, and Management Consulting. With a consolidated turnover of over 14 Million USD and 9 companies under its canopy. House of Tours has 350,000 happy customers and 300+ travel destinations.

Challenge

House of Tours drives average traffic of half a million every month.

 

The key objectives of the IVA included:

  • Reduce wait times causing bad CX
  • Provide quality support on the go
  • Make support seamless across all communication channels
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Solution

Haptik built an IVA for House of Tours that helped them:

  • Cater to more than 80% user queries
  • Provide intelligent recommendations to nudge users ahead in the customer journey.
  • Increase conversations & signups for holiday packages.
  • Drive high quality leads
  • Decreased customer effort & improved CSAT
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Key Use Cases

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Business Impact

4.5X

ROI Generated

146%

Increase in Lead Conversion Ratio

80%

Positive Feedback

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