Case Study: Cabins of the Smoky Mountains achieves faster customer service and increased bookings with LiveChat

Cabins of the Smoky Mountains speeds up its customer service thanks to LiveChat

Cabins of the Smoky Mountains is a major cabin rental company in the Great Smoky Mountains that offers cabins of all sizes plus wedding and conference facilities, with a strong hospitality focus. Because booking decisions are time-sensitive—especially for promotions and peak seasons—the company found phone support too slow and needed a faster, always-on channel to meet customer expectations and speed up reservations.

They implemented LiveChat and launched a dedicated team of eight Guest Care Specialists to handle 2,000+ chats per month, using features like canned responses, message sneak-peek, mobile app access, and reporting/goals to streamline workflows and monitor performance. The result was much faster, more efficient customer interactions, higher satisfaction, and a reported increase in bookings and profits.

Cabins of the Smoky Mountains

Dustin Burke

IT Coordinator