Case Study: Graubünden delivers 24/7 visitor advice with Guuru

Graubünden Ferien opts for advice from the locals

Graubünden Ferien, the tourism organization for Graubünden, faced a constant flow of visitor enquiries, many of them arriving outside normal opening hours when personal advice was still expected. The challenge was to provide knowledgeable, local-style support for holidaymakers asking practical questions about hikes, family suitability, and activities across the region. Guuru’s online chat service was introduced to help meet this demand.

With Guuru’s live chat, local experts from the region were certified and added to each resort’s website chat community, enabling advice both during and after office hours. During the six-month test phase, 6,147 live chats were handled, 66% outside opening hours, and customers rated the service 4.8/5 on average. Guuru also reduced staff workload during the day, with local experts answering 1,333 of roughly 2,000 office-hour enquiries.

Graubünden

Flavio Godenzi

Shared Services Manager