The starting point
The customer had already taken the first step.
Solar do Engenho is a day-use attraction in Sete Lagoas (MG), where people spend the day enjoying Minas Gerais cuisine. Some visitors would arrive at the ticket website, start a purchase, but not complete it. Others were already familiar with the place but received little encouragement to return.
Solar sought to Bytebio to work on this foundation. The project brought together the design of the contacts, the integration with ticket sales, and the preparation of customer service to receive responses.
What we build
First, understand who to talk to and when.
A Bytebio He began by designing the relationship journeys (the sequence of contacts starting from a customer situation). An interrupted purchase called for a resumption. A birthday created the occasion for an invitation. For those who had already visited Solar, there was the possibility of a new visit.
Then, he set up those journeys in Kommo and integrated it into ticket sales. Thus, the record of an interrupted purchase began to guide a follow-up contact. The integration put the commercial design into operation.
Three reasons to start. One service to continue.
- Purchase interruptedResume purchase
- BirthdayInvite to celebrate
- Customer who has already visitedInvite them back
each contact
The team takes over if necessary.
The conversation continues.
The message opens the conversation. The service needs to continue.
A follow-up message can elicit a response that isn't yet a purchase. The person might want to know the breakfast schedule, for example. Clarifying this question is part of the process of making a decision.
A Bytebio Chico was connected to the journeys to clarify these doubts. In the illustrative conversation, he informs the person of the breakfast time and they decide to proceed with the purchase.
A Bytebio He also defined the transition for people. When Chico doesn't resolve the issue, a ticket is opened in the support system that Solar already used, so the team can continue the service.
Purchase interrupted: Saturday day use
- Solar do Engenho
Hi Marina, your purchase for Saturday was only half paid. Can I help you complete it?
- Marina
Yes, please. What time is breakfast?
- Chico · IA
Coffee is served from 8 AM to 11 AM, and the traditional Minas Gerais lunch is served from 11 AM to 16 PM. Should I send you the link to complete the purchase?
- Marina
You can send it.
Purchase completed
Illustrative scene, with fictional data. The conversation helps to understand how it works; it is not a real customer service record.
What has changed
Purchases resumed. More reasons for the customer to return.
With the journeys implemented by BytebioInterrupted purchases started generating sales again. Those who responded found support to clarify doubts before making a decision.
The relationship also began to extend to those who already knew Solar. Birthday celebrations and return invitations created opportunities to discuss a new visit, working with a customer base that had previously been underutilized.
To monitor this operation, the Bytebio It consolidated the performance and costs of the work schedules. Solar now had this information side-by-side to evaluate which actions were worth maintaining.
The delivery of Bytebio
A Bytebio It transformed purchase records into relationship opportunities.
The work linked the commercial decision to its execution. Solar began to have contacts guided by each client's situation, service prepared for the responses, and data to evaluate each journey.
Results presented qualitatively. Sales and cost data belong to Solar and are not published in this case study.
For Your Business
Before automating, find the conversation that's stalling.
If your business sells tickets, reservations, or tours online, it's worth looking at what happens after someone shows interest. Is an interrupted purchase followed up? Are those who have already visited reminded to return? When that person responds, can the service continue?
This structure makes sense when there's a database to work with and the sales platform allows for data integration with the CRM. If the team can still track volume manually, automation can wait.
Learn about the key areas of this project: CRM , integrations , AI-powered customer service , and data and metrics.