inboundcall Case Study

Hawaii volcano house

The Problem

Nestled in a prime spot by the summit of Kiluea Volcano within Hawai’i Volcanoes National Park, Hawai’i Volcano House is the state’s oldest operating hotel, first opening to visitors in 1941.

Volcano House attracts worldwide attention as a top-tier destination for visitors to the Big Island. It is the only public hotel within the Park itself, so there’s no other way for visitors to get such stunning views of Kiluea outside of the park’s normal operating hours.

The hotel approached InboundCall with a problem that exists for other hotels in high profile tourist destinations around the country. A significant portion of its leads (nearly half), were coming from outside the United States – many from China and Japan. Long distance charges were a problem for a large chunk of its potential customer base.

Customers would try to find ways around it by messaging Volcano House on social media asking for a callback. But without constant monitoring of these channels, the hotel found itself losing leads to other hotels around the Island. Many customers didn’t want to incur charges just to ask simple questions about the property.

Most of all, Volcano House understood that local numbers generate more trust, so partnering with InboundCall was the smart choice.The Problem

 

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Increase in Conversions Rates

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Reduction in Lost Leads

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Increase in Call Volume

Volcano House was able to see where their calls were coming from, allowing them to spend their advertising dollars far more effectively.

Our Solution and the Results

InboundCall set Hawai’i Volcano House up with our international plan. Initially, the hotel gained access to over a hundred numbers from cities around the U.S., and dozens of numbers worldwide.

To gauge the effect of international local numbers, Inbound Call added more international numbers to its service over time, which became automatically available to Volcano House’s customers. The hotel noted an increase in international call volume also. With no other changes to Volcano House’s international marketing efforts during the same period, the increase was attributed to the addition of new international local numbers.

Volcano House also noticed an overall increase in lead conversion, resulting in an increase in revenue. The customer experience was enhanced, as they no longer needed to jump through hoops to talk to a hotel representative. Pressures to continuously monitor social media were lessened, since international customers now had a way to connect directly without the need for callbacks.

Finally, Volcano House was able to see where their calls were coming from, allowing them to spend their advertising dollars far more effectively.

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Increase in Conversions Rates

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Increase in Call Volume

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Reduction in Lost Leads

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