How Kultaranta Resort uses Hotelway for Golf & Restaurant Promotion
How to keep the customer service level high without increasing your employee’s headcount? Kultaranta has saved about 305 hours of work from their employees with the Hotelway chatbot and live chat.
Kultaranta is a golf resort with a hotel, restaurants, and marina in Southwest Finland. They have had our chatbot for two years now and are more than happy. Getting the service required one 45 min meeting, 15 min testing, and another 15 min to put it online by the customer. They were truly surprised by how easy it was. We made a chatbot, which gave answers equally to all areas.
There are now fewer calls, but more people in restaurants.
“I am extremely pleased with the service. We have been able to serve customers faster and it has saved time also from our staff. There are now fewer calls, but more people in restaurants.
We estimated, that during the season April-October 2021, Kultaranta has saved about 305 hours of work from their employees with our service. And we have reached the bot accuracy level of 82%.
No Golfing During Winter? Not at Kultaranta!
We learned quickly that golf-related questions were asked many times more often than marina ones, for example. That is when Hotelway’s bot whisperer team stepped in and optimized the bot to focus more on golf. The bot accuracy reached 77%.
Kultaranta – like all other golf resorts in Finland – is very seasonal and has quiet winters. Except we were able to promote their golf simulator too. When the spring came, the service was again ready, for the next level.
Not Just Golf but Restaurant Promotion Too
We introduced our Promo-tool to engage with the website visitors. The focus was to promote the restaurants and especially pizzeria – Heineken House – that Kultaranta has. The peak month was July and 1.283 visitors checked something from the bot.
There was still of course the same amount of golf questions (or even more, as people are now more accustomed to use chats) as the previous year, but we were able to draw the attention to the restaurants as well.
Quite a few customers wanted also more information about the additional services, like frisbee golf, nearby theme park (Muumimaailma) and to book golf carts. And as planned, many people booked also their tables and fetched pizzas.
Improving Bot Accuracy
We estimated, that during the season April-October 2021, Kultaranta has saved about 305 hours of work from their employees with our service. And we have reached the bot accuracy level of 82%.
We constantly train and update our bots to be more accurate with customer inquiries. A lousy bot is of no use to any customer or business!
Hotelway Chatbot for Customer Communication
Summer 2022 will be the big one. In the same area as the resort, there will be a big housing exhibition. This will bring more customers to Kultaranta, but also challenges with the transportation, parking, and special events. To make sure that their customers always receive updated information in the easiest way possible, Kultaranta planned to use Hotelway as their primary channel of communication.
“If there are, for example, many tour buses coming on a certain day, we will inform our customers about that. All our social media channels and other communication will direct people to the chatbot to get the latest updates.
We will start practicing this daily information delivery already now when the golf course closes and we have something to inform, for example about Christmas!” – said Timo.
We at Hotelway are very happy to see how well our customers are utilizing our service. Collaboration is one of our core values and it certainly is cherished with Kultaranta Resort!
You can also benefit from our PROMO-TOOL
If we now got your interest, go ahead and click the links of the hotels to see how our service works.
You can also see what type of products we offer. The best way to find out more, is of course to reach out and book a 30 min online meeting with us.