Chatbots for Leisure and Hospitality

Case studies and statistics that could really help you and your customers.

The current challenges

The current challenges in the industry are meeting with the huge peak in demand now that lockdown restrictions are easing.​​

With this demand comes a whole influx of enquiries, quite often relating to the new procedures and how things have changed.

​​Most of this information can typically be found on your website. However, browsing habits have also changed and people simply want the right information immediately, if they can’t get this from the site, they call or email in. ​​

Not only this, but the sector has been finding it extremely difficult to employ new staff into their business to fulfil these requirements and meet customer needs and expectations.​

Why a chatbot?

The current challenges in the industry are meeting with the huge peak in demand now that lockdown restrictions are easing.​​

With this demand comes a whole influx of enquiries, quite often relating to the new procedures and how things have changed.

​​Most of this information can typically be found on your website. However, browsing habits have also changed and people simply want the right information immediately, if they can’t get this from the site, they call or email in. ​​

Not only this, but the sector has been finding it extremely difficult to employ new staff into their business to fulfil these requirements and meet customer needs and expectations.​

Our client stories

Case study - restaurants

sketch london

The client

sketch is a popular three-star Michelin restaurant situated in the heart of London with a real passion for food, art and flair.

The challenge

As with any restaurant, they have a large volume of daily enquiries, mostly of a repetitive nature and a drain on internal resources.

The solution

We rapidly built their chatbot to deliver michelin star answers for a range of complicated queries and signposting to allow the team to deal with personal service and detailed enquiries.
Our chatbot is now a multiskilled team member delivering service to their exactly standards.

See the Full Case study

Case study - spa & leisure

Nirvana Spa - Reading

The client

Nirvana Spa is the UK’s premier pure water spa with relaxing pools, celestial floatation, treatments, thermal suite and spa garden.

The challenge

Particularly as a result of the first lockdown imposed, the team simply couldn’t keep up with the influx of enquiries and calls.

The solution

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.
Our chatbot is now a trained team member helping them to triage the significant number of queries.

See the Full Case study

Case study - Kids Leisure Activities

Gymfinity Kids

The client

Gymfinity Kids is the UK’s first quality Gymnastics & Ninja Knights club with multisite locations and a wide range of activities.

The challenge

As with many multi=site organisations it is important to keep on top of communication from lots of specific locations, this is a staff intensive task for this client.

The solution

We built their chatbot Roley, to provide a host of information about their range of services & sites, and delivering calls to action. Acting as a member of the team, Roley is working hard dealing with the changing information 24/7.

See the Full Case study

What is your return on investment

RPA process automation

Tangible Benefits

Improved customer conversion rates by way of conversational calls to action (can be tracked by UTM tags).

Increase in available resources by having c70%-80% of enquiries dealt with instantly by the chatbot.

Reduce abandoned basket rates by using broadcasted Facebook messages to bring customers back online.

Improved customer experience directly correlates with increased sales and revenue.

Operational and processes improvements through a chatbot deployment and enquiry capture.

Chatbots smarter conversations

Intangible Benefits

Downstream benefits of an improved customer service experience.

Reduced website drop-off rates through chatbot engagement.

Increased customer and brand loyalty, gained through being an innovative brand. Increased business by reducing barriers to sale by being available to respond 24/7.

Better control at peak times as the resources are deployed in a more meaningful way, rather than dealing with unnecessary inbound contact.

‍Improved navigation and signposting leads to increased sales.

RPA process automation

Example Savings for Client A

So as a real-world example and what the savings could look like on the bottom line.

We have Client A, they have 120 enquiries coming in a day and that was dealt with by 4 part time members of staff over the course of the week.
Their average salary is £18500 pro rata.
Our chatbot is now dealing with just 70%of the enquiries.

So the direct overall saving for Client A looks like;

£17,500
saved in the first year

and a massive
£629/mth
going forward

Savings calculator

Marvin below can provide you with a quick calculation to work out how much you could save on incoming enquiries alone.

If you have been talking to Marvin already, you can pick up your conversation or Ask him for the "savings calculator" and he will start you off.

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Our clients think we are awesome

Disruption Works and Steve have been working with us for over 10 years, and they have always been an absolute pleasure to work with.  Over that time, they have developed our bespoke solutions and constantly evolved them over that period to keep them within the current technology, where practicable and integrate them further into our overall operations.

The team supports all the systems and have periodically developed new modules based on the business need to continually improve the applications and manage our internal requests.  Our daily operation relies heavily on these systems as they have helped us to grow by 300%  over the last 10 years.  Something that we would not have achieved without their flexibility and working with us as an extension of our own team.

I would recommend Steve and Disruption Works as a very capable team of people to deliver hands on expertise for development projects on time and on budget.

Steve and his team have always simply given us a solution to our business needs or challenge with a strong and wide ranging technical expertise.  We have a great rapport, and all my team members also enjoy working with them.  

I would recommend Steve and Disruption Works as a very capable team of people to deliver hands on expertise for development projects on time and on budget.

Shanine Collins, Head of Pet, Atlanta Insurance

As a business in the very competitive beauty industry with a young demographic, it’s one of our business pillars to remain innovative and keep ourselves on the bleeding edge of technology. As a result, our development team are continuously working on huge projects at a very fast pace, so finding time to build a bot in house was simply not the right option for us, especially when there are some very good bots already in the market.

So we were on the hunt for a provider that shared our vision of remaining on the bleeding edge of technology but required as little of our dev time as possible, all whilst remaining at a competitive price point. We found there were some that were very expensive and often were part of a big cooperation who were set on their own vision of what they wanted their bot to be able to do. For the bots with a more competitive price point, it was clear they were very much going to give you the platform and a how to setup guide and leave you to your own devices to do all the setup. Something we simply did not have the development resource to do.

Our chatbot has become our number one platform that we directly service customers on (handling 40% of our contacts).

We had a meeting with Steve and it was clear Disruption Works were able and happy to dedicate their own dev time to help with the setup and absolutely wanted to work collaboratively to push the capabilities of the bot to give the best product they can give. To date I can hand on heart say they have delivered on this promise!

Setup does require some time deciding on all your journeys and pathways (a task you need to do with any bot you decide on) but once done Disruption Works will help you get that all up and running for you and will continuously be in touch to ensure you’re getting everything you want from the bot.

Since we went live in November 2019 (2 weeks before we hit the madness of Black Friday), our bot’s served over 120,000 of our customers, in 3 different languages (and counting) both on our help page and Facebook Messenger and has had glowing feedback from our customers. So much so, that our chatbot has become our number one platform that we directly service customers on (handling 40% of our contacts).

All in all, Disruption Works have been an excellent fit with what we wanted to achieve, which was the most important thing to us.

Keiran Davies, Customer Service Manager, Beauty Bay

The introduction of Jude the Chatbot has been an important tool for assisting our communications to fans during the season. We are able to provide an instant response to supporters for some of the most frequently asked questions but also use the service as a marketing tool to increase revenue.

The team at Disruption Works have been fantastic in developing the bot to support our needs and plans as fans look to return to live sport.

Within the last year the importance of our digital platforms has increased, especially our streaming service so the implementation of a chatbot has been incredibly useful in supporting these. The team at Disruption Works have been fantastic in developing the bot to support our needs and plans as fans look to return to live sport.

Ed Barber, Digital Marketing Manager, Queens Park Rangers FC

I have partnered with Steve and his development teams for over 5 years and found them to be honest, safe and very reliable when delivering and supporting my business essential projects. Collaboration and teamwork is one of their key attributes.

Throughout our time working together, Steve and Team managed to develop bespoke ecommerce solutions for several of my EMEA business entities, all during a very challenging transitional period within my business.

Steve’s support teams were always ready to go above and beyond

The success was down to Steve’s ability to translate business and technical requests quickly and effectivity with minimum effort from my teams.

Steve’s support teams were always ready to go above and beyond to ensure the eCommerce solutions remained operational and accessible to my external customers.

I would highly recommend Steve and Disruption Works to other businesses who require hands on expertise to deliver digital projects successfully and on time.

Lewis Carroll, SR IT Business Partner, ADI Global Distribution