Case Study: GuestToGuest achieves 99% customer satisfaction and near-24/7 multilingual availability with iAdvize Community Messaging

Brand Advocates Respond To Questions From Online Visitors In Real-Time

GuesttoGuest, founded in 2011, is a leading home-exchange platform with 273,000 members and a website in seven languages. Facing the need to answer all member and visitor questions across multiple languages and time zones, the company sought a way to provide timely, credible support outside normal business hours.

GuesttoGuest implemented a Community Messaging solution where trained brand advocates answer visitors in real time (French, English, Spanish and German), covering about 23 hours a day with 10–15 active advocates. The program handles roughly 1,300 contacts monthly on iAdvize, delivers a 99% satisfaction rate after chats, and is supported by a dedicated team, member recruitment via newsletters and a rewards system (GuestPoints converted to gifts) to boost engagement.

GuestToGuest

Anne

Member