Case Study: Cruise1st achieves higher booking recovery and conversion with Optilead

Cruise1st - Customer Case Study

Cruise1st, part of Royal Caribbean Cruises Ltd, is an international cruise operator that offers a wide range of holiday options and add-ons, which often causes visitors to abandon the booking process while comparing choices with family and friends. To address this challenge, the company worked with Optilead and used its booking abandonment and callback solution to re-engage online visitors before they left to look elsewhere.

Optilead implemented an automated booking recovery service that quickly calls an advisor and then the customer, often within 60 seconds, along with callback buttons on the Cruise1st website. The results were strong, with decision-maker contact rates reaching 82% for booking recovery and 96% for callbacks, and a conversion rate of around 24% from the booking recovery solution. Cruise1st also reported recovering significant revenue and has since expanded Optilead to its Australian site.

Cruise1st

Mike Kindon

Head of Ecommerce