Case Study: TUI Group achieves 4x higher website conversion rate with iAdvize

Messaging across the customer journey allows TUI France to achieve

TUI France, a recognized tour operator with about 36,138 daily visitors to TUI.fr and 311 contacts handled by independent experts (average Jan–Jun 2019), faced the challenge of being available and responsive across all channels and times—evenings, weekends and lunch breaks—while minimizing missed contact opportunities, ensuring a TUI representative was always reachable and keeping responses relevant and impactful.

TUI partnered with iAdvize to deploy independent travel experts available via onsite messaging around the clock, creating conversational touchpoints that guide customers through booking. The solution drove strong results: messaging by independent experts accounts for 79% of messaging-generated sales, supported sessions convert at 4× the rate of traditional journeys, and customer satisfaction reached 91% (+8 pts); ongoing collaboration with ibbü and TUI teams also helped surface and fix site friction.

TUI Group

Mourad Tabiti

Responsible for Web Performance Department