Thon Hotels is the third largest hotel chain in Norway, and operates over 50 hotels across Norway, Belgium, and the Netherlands. They created a brand identity for their chain built around the idea of a warm atmosphere with knowledgeable staff and a guaranteed quality of customer service.
They wanted to create a seamless customer experience by using a chatbot that could answer hotel-related questions and give easy access to information on their website. Because Thon Hotels wanted to invest in API integrations in the development phase, our chatbot was able to provide important information and services in real time from day one.
Thon Hotels needed a chatbot because their customer service team received a lot of the same questions from guests and was feeling overloaded. By working with Kindly, Thon was able to automate customer support in a manner where they could shift existing customer support resources to more challenging and complex customer questions, which in turn boosted customer satisfaction and loyalty.
We worked together with Thon to develop a chatbot that answers regular, hotel-specific questions, but it was also programmed with more information from their website to help guests find the correct information quickly, which improved conversion rates.