Elektronik
Mode & Pakaian
Mebel
Perhiasan dan Jam Tangan
Kegiatan Setelah Sekolah
Olahraga & Kebugaran
Pusat Kecantikan
Klinik Gigi
Klinik Medis
Layanan Pembersihan Rumah & Pembantu
Fotografi & Videografi
Dealer Mobil
Agen Perjalanan & Operator Tur
Sasaran
- Unite all conversations, documents and call records into a single location
- Provide a more personalized customer experience
- Speed up the booking process
Solusi
- Implement WhatsApp Business Calling API
- Increase booking with a combination of chat and call
- Build trust by proving constant availability to customers
My Dream Travel & Tours is a travel agency with offices in Canada and India that helps customers book flights, holiday packages and visa services, with a strong focus on delivering fast, personalized service. From discounted air tickets to complete document support, the business caters to travelers looking for a smooth and stress-free booking experience. Being available via call makes it easier for the agency to provide the high-quality service customers expect.
The problem: Siloed chat and calls slowed down customer engagement
My Dream Travel & Tours used WhatsApp chat as the primary channel to engage with leads from its website and social media pages. However, chat alone wasn’t always enough to move customers smoothly through the booking journey. Certain steps like clarifying travel details, discussing visa options or confirming documents were better handled over a call.
Unfortunately, switching between chat and voice calls introduced friction. Agents had to initiate a call from a landline and then return to the chat for document sharing. Conversations felt disjointed and customers sometimes dropped off before completing their bookings.
On the flip side, some customers preferred to start the conversation with a call, but this required manual data entry and possible missed data if the conversation had to be moved to chat or email for document sharing.
The sales team needed a way to bring chat and calls into one platform to provide a smooth customer experience from first contact to closed booking.
The respond.io solution
My Dream Travel & Tours began using respond.io in 2023 to manage conversations on WhatsApp, Facebook, Instagram and email in a single inbox. When respond.io became one of the first WhatsApp Business Solution Providers to offer early access to WhatsApp Business Calling API, the business was eager to implement it to boost customer engagement, move leads through the funnel faster and unite chat and calls in a single inbox for a full view of the customer.
Engage leads and reduce drop-offs with seamless call option
With WhatsApp Calling enabled via respond.io, customers now had the option to call or message the business via a single WhatsApp number. Not only did this make it easy for interested leads to reach out instantly, it also reduced booking complexity. Customers could switch from chat to call mid-conversation for more complex discussions, such as choosing flight itineraries or verifying document requirements.
The ability to choose when and how to interact, such replying when they were available over chat or initiating a call to sort out something immediately, encouraged more customers to complete booking processes.
Gain full context to personalize the customer experience
Since every interaction is captured in a single WhatsApp thread, agents gain full visibility into the customer journey, including past messages, internal notes and call summaries. When customers return with follow-up questions or new requests, agents can quickly pick up where they left off, providing a more coherent and personalized experience. The unified conversation history reduces repetition, builds customer trust and supports a higher standard of service across the sales process.
Speed up sales cycles by centralizing chat and calls in one inbox
Travel agents can now manage chats, calls, customer details and documents within the respond.io platform. During a call, they can send booking confirmations, boarding passes or invoices in real time via chat.
With the streamlined process, agent response times to leads have reduced and handoffs between chat and call cause no friction to the customer. This has shortened the sales cycle significantly, and now the process from first contact to booking can often be handled in a single conversation.
"Managing sales across chats and landline calls used to be messy. Now, with WhatsApp Calls, we handle the entire booking in one conversation — from inquiry to call to document sharing. Many of our customers also prefer calling us directly on WhatsApp — it’s easy, familiar, and keeps everything in one place for them." - Manpreet Grewal, Manager of My Dream Travel & Tours
The results
Since adopting WhatsApp Calling with respond.io, My Dream Travel & Tours has seen a significant improvement in both engagement and conversions with the ability to escalate from chat to voice without changing platforms. Since the company can now handle conversations more efficiently, it has doubled its chat volume.
Additionally, the company has recorded a 30% increase in new leads since contacts who prefer to get in touch via a call now have this option. Now, around 10% of customers use WhatsApp Calls during their booking journey, which has helped agents finalize more deals with ease. Real-time voice communication has helped establish trust, answer questions promptly, and close bookings faster—transforming WhatsApp into a true end-to-end sales channel.
Want to try WhatsApp Business Calling API for your business to achieve similar success? Contact us for a free consultation today.
