A global cruise line looking to diversify their communications.

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Annual voyages across the globe.

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Cruise ships sailing to range of destinations.

Carnival Cruise Line is one the largest cruise line operators with 27 ships in their fleet, helping passengers travel to a range of destinations across the globe. Established since 1952, they are synonymous with delivering memorable vacation experiences. As the customer communication landscape has evolved, they recognized the need for a strategic shift to continue driving sales and deliver elevated experiences for their customers.

By adopting Webex Connect they are now better positioned to sell more cruises and achieve its mission of providing unforgettable vacation experiences.

Challenge

Using legacy phone-based communications.

Solution

Adopt Webex Connect to diversify and modernize their communications.

Results

Increased customer engagement and enhanced operational efficiency.

Background

Carnival Cruise Line was operating on legacy phone-based communications and their outreach lacked personalization which lead to low customer engagement. Looking to introduce their SMS strategy using Webex Connect, with the long term goal to leverage other digital channels the platform offers, such as Branded text and video chat.

Solution

Carnival Cruise Line adopted Webex Connect to help modernize and diversify its approach to customer communication. By introducing new communication channels that resonate with its consumers, Carnival effectively enhanced customer interaction, leading to improved service and a boost in overall customer satisfaction. The company is better positioned to sell more cruises and achieve its mission of providing unforgettable vacation experiences.

Use cases

The cruise line was able to use SMS for a variety of use cases that not only increased customer engagement but also enhanced the company’s operational efficiencies.

Streamlining payment processes

Webex Connect helps Carnival automate and manage payment reminders, supporting timely payment installments. Since many of their customers book vacations well in advance, they tended to forget when their final payment was due. By sending an sms payment reminder they could help support passengers to pay on time.

Proactive alerts

Informing customers of any changes to their cruise experience is essential in providing a seamless travel experience. Carnival Cruise Line now uses sailing alerts that help notify passengers of any last-minute unfortunate events that the ship may be going through, so there are no surprises when the customers arrive at the pier.

Opt-in preferences

It was essential for the business to offer tailored and personalized customer experiences, whilst making sure to meet their customer needs and messaging preferences. With Webex Connect they were able to engage customers through personalized, opt-in SMS text communications that keep the brand and its offerings at the forefront of customers' minds.

Broadening communication capabilities

With Webex Connect, Carnival was able to reach a vast number of customers quickly and effectively on a monthly basis. This drove a lot of engagement very quickly compared to their previous legacy phone-based communications.

Looking to the future

Carnival’s partnership with Webex isn’t static; it’s an ongoing and evolving process.

The company is committed to leveraging Connect to continuously drive enhanced customer communications. Marcus Labra, Senior Manager for Contact Center Applications and Strategic Initiatives at Carnival Cruise Line says "We're thinking of video chat, we're thinking of rich communication text, branded text… There are a lot of features there that we haven't used yet that we're excited to use"

Carnival Cruise line can now automate sophisticated customer interactions across multiple channels, including SMS, WhatsApp, Apple Messages for Business, Google Business Messages and more. Through the platform's wide range of communication channel integrations, the cruise line can engage with a broader customer base in a more dynamic, engaging and personalized manner.

“
Webex Connect has helped us modernize our phone calls by giving us a lot of different options... We can now do video chats, SMS, we can send them rich media text, which all helps us with our engagement. ”
Marcus Labra, Senior Manager for Contact Center Applications and Strategic Initiatives, Carnival Cruise Line

Recommended reading.

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