The RBK Group runs subsidiaries in various industries. Besides a Storebox self-storage location and a gym, these include around 40 holiday apartments across Germany.
With this many properties, though, communicating with gym members, travellers and guests is anything but straightforward. The team constantly had to switch between different email accounts to answer customer enquiries or send booking confirmations. The workload was high and the results unsatisfying.
With the aim of modernising customer communication and guaranteeing customers the best possible experience, Ralph Borchert set out to find a solution. Scalability and automated communication were especially important. It soon became clear that Superchat was the right platform for RBK.
Connected via WhatsApp from booking and well beyond
Looking after several holiday apartments at the same time is time-consuming and hard work. Smooth communication along the entire customer journey is key. Ralph Borchert recognised the potential of WhatsApp Business and uses the channel to communicate directly and promptly with customers.
Why did the company choose Superchat?
- With WhatsApp Business, Superchat offers an engaging and intuitive communication channel that email alone can't match.
- The messaging platform offers options to automate and scale communication.
- Efficient, tailored onboarding and Superchat's willingness to adapt the product to the needs of Konsequent-Software GmbH.
- With Superchat, the whole team has access to the most important communication channels, contact details and more.
From booking until after guests have left the holiday apartment, contact happens almost exclusively via chat. Booking confirmations, follow-up questions and review invitations are sent via WhatsApp in just a few clicks. Sending WhatsApp templates is an important part of the process. This saves Ralph Borchert and his team time and resources.
Real-time communication is also important when guests run into a problem. A typical scenario: guests can't find the entrance or can't open the door to the apartment. In this case, a fast response is essential. Replying immediately via WhatsApp shows in customer satisfaction. Since the company started using Superchat, guests have been happier and leave positive reviews directly on the booking portal more often.
Besides WhatsApp Business and automation, Ralph Borchert values being able to manage several inboxes at the same time. More than 10 inboxes are currently managed with Superchat. The open/done view provides the overview the team needs, and no message goes unanswered.
Within a short time, Superchat helped the company reduce its workload, speed up communication and significantly increase customer satisfaction.
How the RBK Group benefits from Superchat
- More automation and less effort in communicating with customers.
- Customer satisfaction has improved noticeably thanks to modern communication.
- More overview and control over incoming bookings and customer enquiries, across all inboxes.
