StayVista's 400% YoY Increase in Customer Conversions through Effective Lead Engagement on WhatsApp

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: LimeChat’s WhatsApp widget was integrated into StayVista’s website to engage users upon inquiry instantly. 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

Through its partnership with LimeChat to automate lead generation and customer engagement via WhatsApp, StayVista experienced remarkable growth and efficiency gains:

• Leads generated via the WhatsApp widget on their website surged by 1500%.
• The number of leads won (leads who converted into customers) grew by 400% YoY.
• Overall revenue saw significant growth, driven by lead automation initiatives that resulted in a marked increase in bookings and guest stays, ultimately boosting StayVista’s bottom line.
• Faster and more consistent interactions elevated customer satisfaction, maintaining StayVista’s premium service reputation.