Jokr/Daki
Cruisebound proactively supports 80% of customers with self-service.
Challenge
Cruisebound wanted to enhance their online travel booking and post-booking process while reducing service agent reliance.
Solution
Cruisebound implemented Kustomer’s self-service solution for customer empowerment.
Success
80% of customers now self-serve and are satisfied with the process without having to call a live agent.
Company
Cruisebound
www.cruisebound.com
Industry
Switched from
Key Outcomes
80%
customers self-served
90%+
CSAT maintained
Introduction
As an online travel service, Cruisebound faced two key challenges:
- Providing comprehensive information during the cruise booking process.
- Managing post-booking administrative tasks, including modifications, cancellations, and refunds, as the travel agent of record.
Why Kustomers
Cruisebound chose Kustomer for its all-in-one service platform that puts the customer at the center of its user interface. The Timeline view that organizes and displays customer data objects along with conversations for agents gives Cruisebound a competitive advantage in servicing its diverse customer population.
“Being able to quickly find an answer and move on with their day leaves customers with a smoother and more powerful experience compared to the effort of having to call for help.”
Ayleen Pérez
Head of Customer Operations
The Story
Cruisebound, a premier online travel agency specializing in ocean and river cruise bookings, stands out by delivering an exceptional self-service experience tailored to its customers' needs. By seamlessly integrating advanced technology, comprehensive content, and strategic data insights, Cruisebound empowers customers with the tools and information necessary for every stage of their journey. This self-service initiative has enabled the company to scale its support capabilities effectively, catering to a diverse customer base while maintaining a high standard of live customer service for those who prefer human assistance. This case study explores Cruisebound's innovative self-service model and its transformative impact on customer satisfaction, operational efficiency, and business scalability.
Streamlining customer experience with relevant help content
Cruisebound serves as the travel agent on record for its customers, taking responsibility for all post-booking administration. This role entails acting as a liaison between the customer and the cruise line from the moment a booking is made until the customer sets sail. The tasks Cruisebound handles include managing post-booking modifications, processing cancellation requests, issuing transaction refunds, and more. To streamline these processes, Cruisebound provides customers with a robust self-service portal that integrates with Kustomer’s AI Chatbot and Knowledge Base. This integrated solution empowers customers to independently manage various aspects of their reservations, such as accessing their confirmation numbers, retrieving cruise-related information, or submitting requests for booking modifications.
“Empowering customers with the ability to access and manage their reservations is a significant competitive advantage for us in the travel space.”
Cruisebound enhanced information accessibility by integrating knowledge-based FAQs and AI-powered chat tools to address common questions during the booking process, providing customers with quick and accurate support. To further enrich the experience, the company introduced video content highlighting specific ships and features, offering customers valuable insights to make more informed decisions. Additionally, Cruisebound improved the searchability of its FAQ content by tagging it with keywords frequently used in customer inquiries, such as "Black Friday promotion," ensuring customers can easily find relevant information.
Learning from Knowledge base usage data
In addition to enhancing customer autonomy, Cruisebound leverages valuable insights from user interactions with its knowledge-based articles and support tools. By analyzing customer engagement data and conversations with agents, the company identifies trending topics, seasonal patterns, and areas for improvement. For example, the company identified preference for phone-based payments and used these insights to refine tools and resources. Cruisebound also analyzes the usefulness ratings of its content from both internal and external users to inform enhancements to the information presented throughout the purchase funnel and the features available within the self-service portal.
Knowledge base content handles the 80%
The impact of these efforts is evident: over 80% of customers who book through Cruisebound navigate the entire process—from purchase to sailing—without ever needing to contact a customer service agent. “This data speaks volumes about the robustness of the information and functionality we provide,” Pérez remarked.
By empowering customers with self-service tools, Cruisebound not only enhances the overall experience but also fosters a more positive perception of its brand. “Being able to quickly find an answer and move on with their day leaves customers with a smoother and more powerful experience compared to the effort of having to call for help,” Pérez explained.
Customer service quality is maintained
While Cruisebound prioritizes self-service, it also recognizes the varying needs of its customers. “Some customers prefer managing everything themselves, while others feel reassured speaking to a representative who can answer their specific questions or confirm their payment,” Pérez noted. “We’re here for all of it, striving for high-quality customer service while maintaining scalability and efficiency.”
The robust self-service capabilities combined with human support has allowed Cruisebound to improve resource utilization, which has resulted in faster resolution times and consistently high CSAT scores. Their approach serves as a model for businesses seeking to elevate their customer service in an increasingly self-service-oriented world.