Treebo Club reduces call volumes by 60% and upskills 93% of its staff using Gupshup Conversation Cloud
The hospitality chain makes the most of conversations across marketing, commerce and support, upskills workforce.
Treebo Enhances Customer Engagement and Staff Efficiency
66%
60%
93%
Leveraging Gupshup Conversation Cloud
As the Indian consumer base is evolving, we see an increasing number of people being tech savvy. Consumers today are far more comfortable interacting with businesses via chatbots or voicebots, as long as their needs are met in a timely manner. Gupshup Conversation Cloud has enabled us to acquire, retain, engage, and support customers through the entire booking lifecycle through innovative conversational journeys on WhatsApp. We also use the platform to design Learning & Development assessments for our 4,000+ staff across India, which has seen a participation rate of 93% on average per month.
About the Brand
Treebo Hospitality Ventures (THV) is a leading hospitality company specializing in the economy and mid-market segments of the hotel industry. Treebo takes great pride in enhancing the lives of millions of travelers by offering exceptional and memorable stays through its diverse portfolio of brands. The booking platform, Treebo Club, provides India’s most rewarding stay experience. At every hotel, guests enjoy a perfect blend of comfort and exclusive perks, ensuring a stay that’s both enjoyable and enriching.
The Brand’s Challenge
Fragmented Operations Across Multiple Teams
Treebo faced significant operational challenges with its retention marketing, customer support, and internal training teams working in silos with disparate objectives. The company struggled to effectively engage and remarket to high-intent leads, while simultaneously making customer support accessible and seamless for guests. Additionally, Treebo needed to enhance staff learning and development processes to maintain service quality standards. These fragmented operations created inefficiencies across the customer lifecycle, from initial engagement through post-stay support, while internal training lacked cohesive, easily accessible platforms for effective knowledge transfer and skill development.
The Solution
Targeted Marketing Campaigns
Treebo Club strategically leveraged WhatsApp to execute targeted marketing campaigns that addressed abandoned booking journeys and re-engaged high-intent customers. The platform enabled precise outreach to users who had previously made bookings, delivering personalized promotions and timely reminders to those who had dropped off during the reservation process.
By implementing intelligent nudging mechanisms through WhatsApp’s conversational interface, Treebo could seamlessly guide customers back to complete their interrupted booking journeys. This strategic approach proved highly effective, successfully recapturing 50% of abandoned bookings by providing gentle, contextual reminders that encouraged users to resume and finalize their hotel reservations, significantly improving conversion rates and revenue recovery.
Hotel Discovery and Bookings
Through WhatsApp-based micro-journeys, it enabled guests to discover and book hotels suited to their travel needs. Customers could contact hotels directly through WhatsApp, making requests for early arrivals, late departures, advance payments, and special booking requirements via the virtual assistant, streamlining the entire guest experience from discovery to personalized service requests.
Streamlined Guest Assistance with WhatsApp
Treebo revolutionized customer support by implementing Gupshup’s virtual assistants and Agent Assist on WhatsApp, recognizing that satisfaction and repeat business depend heavily on booking and post-purchase experiences. The integrated system handles both user-initiated and brand-initiated support interactions, seamlessly managing queries about cancellations, rescheduling, and post-booking concerns. This strategic implementation reduced incoming call volumes by 60% through self-serve capabilities via WhatsApp’s virtual assistant, while enabling smooth handovers to human agents when needed, resulting in over 66% cost optimization in human agent expenses.
Internal Staff Training and Assessments
To support continuous learning and development of its 4,000+ hotel staff across India, Treebo Club leveraged WhatsApp to distribute training materials, conduct quizzes, and run assessments for customer service, front desk, and F&B teams. This approach supplemented offline training while achieving remarkable engagement rates, with 93% of staff attempting and clearing monthly assessments compared to lower participation through email or traditional methods. The streamlined assessment journeys feature simple multi-choice questions, while monthly leaderboards motivate staff performance and create healthy competition among team members.
The Success
A Holistic Conversational Approach with Continuous Innovation
Leveraging Gupshup’s Conversation Cloud, Treebo Club transformed its operations through a multi-faceted WhatsApp strategy that addressed fragmented business processes across marketing, service, and training functions. This integrated approach delivered targeted remarketing campaigns that recaptured 50% of abandoned bookings, seamless hotel discovery and booking micro-journeys, and AI-enhanced service delivery that reduced call volumes by 60% while optimizing human agent costs by 66%. Additionally, WhatsApp-based staff training achieved 93% assessment completion rates across 4,000+ employees. Moving forward, Treebo plans to leverage Gupshup’s Conversational Advertising for lead generation, implement Smart CPaaS for channel fallback, and experiment with Gen AI for enhanced discovery and support capabilities.
Use Case Summary
Solution
Conversational Marketing,
Conversational Support
Channel
Industry
Travel &
Hospitality
