Stjernegaard

How A Danish Travel Agency gets 40 more sales calls monthly through Novocall

90%

call success rate

40

monthly calls generated

2/3

new opportunities

Company

Stjernegaard is a Danish travel agency with more than 30 years’ experience.

They focus on guided adventure travels in small groups or bespoke travels in 40 overseas destinations.

www.stjernegaard-rejser.dk/

Industry

Travel, Software, B2B

Company Size

Over 10 employees

Features Used

Instant Callback
Scheduled Calls

Summary: Sune is the digital marketing specialist of Stjernegaard, a Danish travel agency. They were facing high volume of customer inquiries. With Novocall, they found success in automating their sales and customer service.

Sune shared that Novocall generates 40 calls per month for Stjernegaard, with 2/3 of it being sales.

What problem were you facing?

Sune: We had been wanting to experiment with a live chat in our checkout flow, because our products are very customizable. This means customers often have tons of questions and requests.

As it was, customers would have to pick up their phone and call us or drop us an email. Both scenarios required a high level of investment from the customers. If they didn’t have time to write an email or call right away, the likelihood that they’d get sidetracked and lose interest was very high.

“The problem with live chat is that it’s rather slow to answer detailed questions on the fly, and takes up a lot of time from our agents.”

So why did you choose Novocall?

We wanted something that makes it easy to talk to our customers:

– Posssible to initiate conversation straight from our website

– Shouldn’t be yet another line of communication that takes up additional time from our agents.

Novocall perfectly solves these problems for us as it allows customers to easily get a hold of us straight from the website. Also, it uses an already existing line of communication for our agents (calls) – and best of all, scheduled calls now happen automatically.

How did you use Novocall?

We use it as a widget on our website, with instant callback offered within our regular opening hours. For after hour, the widget will help us schedule the calls for next day.

How long have you been using Novocall?

Widget for instant callback – for 3 months now.
iFrame for scheduled callback – Haven’t tried this yet, although we’re considering building a tab for Facebook using the iFrame!
Link to email, chatbot, live chat – We have experimented a little bit with this is in email newsletters.

“Novocall perfectly solves these problems for us as it allows customers to easily get a hold of us straight from the website. Best of all, scheduled calls now happen automatically.”

How has Novocall helped you?

We originally wanted the possibility of scheduling calls on our website. However, we abandoned it as agents would forget to make the call because we didn’t have an adequate or automatic system for handling scheduled calls.

Novocall has made this a breeze for us! Because calls are performed automatically, there is no need to worry about anything or checking calendars any more – the agents only have to answer the incoming calls.

It has also made calling us way more convenient for our customers, they can either have us call them immediately or at time that fits them.

We especially get a lot of calls scheduled over the weekend for Monday morning – which is convenient for us as well as the customer.

How long did it take you to set up on your website?

Setting up the account and widget and linking it to Google took less than a day, about 3 hours I reckon. It’s honestly really easy.

We had some initial issues getting it to work smoothly with our phone system and getting the localization to Danish right. However, the Novocall team has been simply amazing in their level of support. They responded quickly to all of our request and went above and beyond in helping us solve the issues

Some issues were unique to our specific setup. It took in almost every case less than a day for Novocall to find a custom solution for us.

Results After Novocall:

Number of calls generated by Novocall: 40 calls per month.

Sune: We expect this number to increase as customers become aware of the feature. We have already seen the number of calls go up with each month!

Number of new opportunities – about 2/3 of calls made through Novocall are customers requesting a travel, which means sales opportunity.

Success call rate: 90%

Sune: Initially it wasn’t all that great, but now it’s about 90%. Almost all of the failed calls are due to the customer forgetting they requested a call and don’t answer when called. But since we also collect e-mail addresses it’s easy to follow up on these calls as well. Plus, Novocall automatically send a text saying we tried calling them.