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Nirvana Spa dealing with the deluge of enquiries
Chatbot taking some of the pressure off.
Nirvana Spa is the UK is favourite pure water spa with relaxing pools, celestial floatation treatments, thermal suite and spa garden.
Switch off and let any tensions melt away in our spacious, pure water spa in the heart of Berkshire
They have a large membership and also have a large offering of products and services throughout their amazing facility, they are well respected within their sector as a very premium offer and are a great team to work with.
Particularly as a result of the first lockdown imposed due to Covid-19, the team simply couldn’t keep up with the influx of enquiries and calls.
There was a desperate need to lighten the load of enquiries and cover off those simple to answer FAQs through an easy-to-use medium such as a chatbot.
The challenge was to keep their very high standard in unprecedented times
If we could reduce unnecessary inbound contact, and appease customers with immediate response times this would be a huge win from essentially low hanging fruit.
We rapidly deployed their chatbot, Aqua, to handle these enquiries but also were dynamic enough to keep things up-to-date with the rapid changing of information.
Even with Aqua in place quickly, she still answered a wide range of queries
Aqua is now a trained member of the team helping with;
This has been a very effective project for the team at Nirvana. And we've had a lot of changes and differences of approach. But none of this fazed us as Aqua was easy to train and retrain as needed.
With steady usage on the bot now (IRO 170-220 conversations a day), they are keeping ahead of queries that cannot be dealt by Aqua.
As you can imagine, a successful business like Nirvana gets a large number of queries into the business indeed we have now delivered 65,000 conversations since launch with about 500,000 messages responded to with midday being the busiest time how were they get a steady flow of queries up to midnight!
We deployed the chatbot very quickly and the ongoing assistance we've given them throughout means that we can kept the chatbot relevant to their current focus and of course means that they are very happy with the great work the team delivered around the most turbulent trading times we have all experienced.
As part of the ongoing process and strategy around the how best to use Aqua, we have added new conversational journeys and live chat handover to speak to the team, as well as scheduled times that Aqua is available.
There is so much flexibility within our platform that we can meet any of their operational preferences and we have continued to support them through some tough times.
Speak to us if you want to talk about a chatbot in your business.
