Portfolio

Enhancing customer engagement through seamless integration.

A comprehensive customer journey strategy was developed for Merlin Entertainments, beginning with an initial engagement through the social media chatbot and seamlessly integrating into the real-time Customer Relationship Management (CRM) system. This strategy is designed to capture and utilize customer interactions from the first point of contact, providing personalized experiences and fostering deeper connections. By leveraging data from chatbot conversations, Merlin Entertainments can tailor communications, offers, and services to meet individual customer needs, enhancing satisfaction and loyalty.