nemo

Who are they?

nemo is a new age travel agency, helping couples plan the perfect honeymoon. They're a tech savvy, small business based in London.

What they needed

What I used to do it

The Challenge.

nemo came to me with the idea of building a chatbot to help connect potential customers to their travel experts quickly. They wanted to help their website visitors get the information they needed as quickly as possible, as well as increase the number of high quality leads they were getting.

The Result.

Tom & Eliza already had ideas about copy, and they knew where customers started to get a little lost in the funnel – a great starting point!

After a quick kick off call, I fleshed out a proactively popping up chatbot for them in Freshchat, which answered common questions, and routed enquiries to an inbox for Eliza. We tested this on their website for a couple of months but after a review, we realised that having a bot popping up on their homepage was making things a bit too busy from a customer service point of view.

We changed tack and decided to only have the bot pop up on their trips pages (similar to product pages) in order to help the customer navigate their way through a crucial stage of the customer journey. We also decided to use Formito instead of Freshchat at this point, as it connected nicely to their Airtable base & the live chat feature of Freshchat wasn’t needed anymore.

The result? A short & sweet bot that uses conditional logic. It answers the main of FAQs, gives their visitors a place to ask a question and even submit some feedback.

Some kind words from Tom

nemo travel, Tom Harding

Sophia is great. She listened to our problems and turned them into solutions, exactly what we needed to super charge our customer service.

I helped nemo with...

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