Haller Experiences started in 2020 as a small provider of luxury charter day trips in Ibiza. Through strategic social media use and outstanding customer service, the company grew into a team of 11 within just a few years. By leveraging Superchat, Haller Experiences was able to significantly increase both its conversion rate and average transaction value.
The Numbers Speak for Themselves
The implementation of Superchat and its associated automations has led to exceptional results at Haller Experiences:
75% Increase in Conversion Rate
Thanks to the seamless integration of Superchat with Salesforce, employees can now create leads, add contacts, and manage opportunities directly from the chat—without losing any information.
400% Increase in Upselling
Automated, perfectly timed messages promoting add-ons like Seabobs, fruit platters, and drinks have resonated strongly with customers and taken the upselling business to a whole new level.
150 Customer Inquiries per Day
Haller Experiences processes 150 inquiries daily through Superchat’s universal inbox. Most of these messages come via WhatsApp.
The Haller Experiences Team’s Three Favorite Features
1. Universal Inbox for Centralized Communication
Before Superchat, communication at Haller Experiences was spread across seven different phone numbers and multiple social media apps, making coordination difficult. Superchat’s universal inbox solved this issue entirely. All channels (WhatsApp, web chat, social media DMs) are now unified in a single platform. Employees have access to all conversations and can take over seamlessly, ensuring top-tier customer service around the clock.
2. Superchat’s AI Chatbot as the First Point of Contact
Superchat’s AI chatbot has been customized as “Heidi” and equipped with an extensive 45-page FAQ database. Heidi handles initial customer interactions and can independently respond to most standard inquiries. For more complex issues, she prepares all relevant information and smoothly hands off to a human agent. A second AI agent was also implemented for internal employee queries, serving as a team knowledge base. This AI support has boosted efficiency to such an extent that employees now have significantly more time for qualified leads and complex customer service.
3. Webhooks Power a Digital Ecosystem
Superchat’s webhook functionality enables two-way communication between Superchat and other programs. Acting as digital bridges, webhooks ensure that every action in Superchat can trigger corresponding reactions in other systems—and vice versa. For example, external tools like Salesforce can schedule messages to be sent via Superchat. This digital ecosystem enables seamless integration of all business processes within a single communication platform.
How Haller Experiences Benefits from Superchat
Both customers and employees of Haller Experiences benefit from Superchat’s universal inbox. Team members can now work remotely and manage all relevant fields directly from their smartphones. This flexibility is extremely valuable, as customers often make inquiries outside normal business hours.
Automated data collection captures customers’ vacation dates and enables the timed delivery of message sequences. Two automated messages have proven especially successful: the “Welcome to Ibiza” message and a well-timed review request. The impressive result: 20% of review messages lead to immediate repeat bookings.
In addition, support has been optimized through automated reminders for missing documents such as ID cards or addresses, significantly speeding up the check-in process.
Selection and Implementation of Superchat
Kick-off and Strategy
Haller Experiences’ strong growth in 2024 made a centralized communication platform essential. With 1,000 webshop visitors daily, over 100 WhatsApp inquiries, and 50 additional support tickets, a strategic overhaul of customer communication became necessary. Superchat’s innovative webhook functionality and its compelling overall package ultimately made the difference.
Comprehensive Integration for Maximum Efficiency
Superchat’s implementation at Haller Experiences goes far beyond a simple support solution. The company has built a complete digital ecosystem in which multiple programs communicate and collaborate seamlessly.
The Salesforce integration via webhooks is the backbone of the solution. All Superchat contacts and communications are automatically synced with Salesforce, and employees can create leads, add contacts, and manage opportunities directly from within the chat. This bi-directional link also allows Salesforce to trigger timed follow-up messages via Superchat—creating a fully automated customer support cycle.
In parallel, Shopify serves as the central knowledge base for all products, PDFs, and information. The AI agents directly access this database to check availability and generate automatic offers with direct product links. This turns every support agent into a fully informed sales consultant capable of sending tailored offers instantly.
The Aircall integration rounds out the system by recording phone calls (with customer consent) and making them accessible to the AI agents. This gives them full access to a customer’s communication history—from WhatsApp to email to phone calls.
n8n functions as the central automation hub, connecting all systems and enabling complex workflows between Superchat, Salesforce, Shopify, and other tools. It also orchestrates 18 specialized AI agents. Make complements n8n for even more sophisticated automation and adds another layer of workflow optimization.
These integrations drive real business results: follow-up messages are sent based on vacation dates, upselling offers are timed perfectly, and support inquiries are proactively addressed through automated document reminders. The outcome is a 400% increase in upselling and a 75% improvement in conversion rate.
Johannes Haller is a Superchat Partner
These successes led to a partnership with Ai-Werk, an AI agency that helps businesses optimize their operations through AI agents. Johannes Haller’s enthusiasm for Superchat is so strong that he now shares his knowledge and experience to help other companies unlock the full potential of the platform.
Why Johannes Haller Recommends Superchat
Superchat enables Johannes Haller to maintain full control while delivering premium customer service that stands out from the competition.
This proves to be a crucial advantage, especially in seasonal businesses with frequently changing staff. New employees can immediately operate at the desired quality level by using proven templates and benefiting from automations and AI chatbots. This ensures consistent responses and standardized processes. Additionally, the dashboard provides proactive oversight of all business operations.
An unexpected added benefit: Superchat has become a valuable resource for content creation. Daily customer inquiries, issues, and topics continuously provide fresh ideas for social media content and Instagram Reels. For a company that heavily relies on social media marketing, this is invaluable.