Case Study: Club Med boosts omnichannel customer support with Optilead

Club Med - Customer Case Study

Club Med, the luxury all-inclusive holiday operator, wanted to better support customers who were browsing and booking online. Because their packages are high value and customers often needed reassurance before completing a booking, they needed a way to connect visitors with staff during the website journey. Optilead provided the customer engagement solution used to help guide users through the process.

Using Optilead, Club Med could automatically offer support by phone or live web chat when a visitor hesitated or abandoned part of a booking. The system securely passed customer details to agents so they could respond quickly and with context. Since implementation, Club Med has connected calls into its contact centres, including 107 calls in one month, with around 31% lasting over five minutes and helping drive bookings while also improving website feedback for further UX changes.

Club Med

Karolina Ratynska

Senior eCommerce Manager