StayVista Drives Lead Engagement and Guest Satisfaction via WhatsApp and Instagram Automation

Stay Vista is a premium vacation home rental service, offering luxurious, handpicked properties for memorable getaways. Known for delivering exceptional guest experiences, StayVista handles everything from inquiries to bookings and post-stay support. As the business scaled, there was a need to streamline and automate processes without compromising on personalized customer service.

Challenge

StayVista’s lead generation and nurturing processes were manual and time-consuming, requiring multiple touchpoints between potential guests and sales agents. This led to several challenges:

• Delays in responding to inquiries, reducing conversion opportunities
• Potential leads being overlooked due to unoptimized follow-ups
• Sales teams becoming overwhelmed by repetitive tasks, unable to focus on high-value leads
• Decreased customer satisfaction due to slower responses, impacting booking conversions

Ritika, their head of growth, aimed to solve these challenges while improving StayVista’s overall revenue by implementing more efficient channel management strategies.

Objective

Ritika’s goal was to optimize StayVista’s existing channels (website and direct bookings) while tapping into new, high-potential channels like WhatsApp and Instagram. The objective was to:

1. Automate lead collection via WhatsApp and Instagram to capture and respond to inquiries instantly.
2. Streamline the lead nurturing process by integrating WhatsApp and Instagram with StayVista’s CRM (LeadSquared), ensuring efficient data management and lead handovers.
3. Ensure a smooth customer journey from the initial inquiry to the final booking, while maintaining the premium, personalized service StayVista is known for.

Solution

LimeChat partnered with StayVista to implement an AI-powered bot across Instagram and WhatsApp, automating the entire lead generation and nurturing process. Key components of the solution included:

Lead Collection via WhatsApp and Instagram Automation:The LimeChat WhatsApp bot was integrated with StayVista’s website to engage users as soon as they made inquiries. The bot collected essential information such as the user’s name, contact details, and preferred dates for the stay. Additionally, the bot asked specific questions about the user’s property preferences, including location, type of property, and number of guests.

A similar automation flow was created for Instagram, allowing leads from social platforms to be captured and nurtured efficiently.

Seamless CRM Integration (LeadSquared): Once the bot gathered the necessary details, the information was passed on automatically to StayVista’s CRM, LeadSquared. This integration ensured that the sales team had real-time access to comprehensive lead data without any manual intervention.

Automated Lead Handover to Sales Team: The sales agent receives lead details via LeadSquared, evaluates the requirements, and searches for properties that match the customer's preferences.

Humanized Booking Finalization: After identifying the ideal property, the agent contacts the customer directly via phone to finalize the booking. This human touch, following the automation phase, boosts customer confidence and helps sales agents in converting calls into bookings.

Post-Discussion Automated Nurturing Flows:The bot nurtures leads by sending automated WhatsApp follow-ups to interested individuals who haven’t confirmed the bookings. This keeps StayVista on top of the minds of potential customers and increases the likelihood of conversions.

Results‍

By partnering with LimeChat to automate lead generation and customer engagement via WhatsApp and Instagram, StayVista significantly improved efficiency and guest satisfaction:

• Faster Response Time: Automation enabled StayVista to achieve a first response time of less than 1 second, significantly improving lead engagement and increasing the chances of converting inquiries into bookings.
• Better Conversion Rate: The seamless integration with CRM and personalized follow-ups helped recover leads that might have otherwise been lost.
• Enhanced Guest Experience: Faster and more consistent interactions elevated customer satisfaction, maintaining StayVista’s premium service reputation.