Grupo Xcaret Integrates Worldline’s Chatbot Solution to Enhance Customer Experience

  • E-Commerce , Payments
  • 09.02.2021 06:07 pm

Worldline, the European leader in the payments and transactional services industry and number 4 worldwide, today announced it has developed and launched a chatbot for Mexico’s eco-friendly theme park Grupo Xcaret, powering conversational commerce. The chatbot is now live, allowing visitors to chat, research and pay through the messaging bot, while reducing re-directs to mobile websites, which cause significant friction and empty shopping carts.

The new solution was built by Ingenico which is part of Worldline since late 2020 and was developed in collaboration with Silicon Valley based start-up, JoinedApp. It gives customers an enhanced shopping experience uniquely tailored to them, without having to leave the chat. Users will be able to find desired trips and experiences, have their questions answered and choose from a large selection of payment methods, all within the same chat. This will improve Grupo Xcaret’s online user experience for customers and drive conversions. The solution is active 24 hours a day, seven days a week, and enables Grupo Xcaret to communicate with customers and complete transactions around the clock.

Sandra Weber, Grupo Xcaret Corporate Director E-Business, commented: “Customer service is at the heart of what we do. Previously, we’ve served millions of customers via a non-automated service, requiring availability of agents and long service hours. Now with Ingenico’s expertise, we are able to provide our customers with a first-class service in an agile and personalized way. The chatbot solution is highly innovative and is well suited to our overall business and the unique experiences we offer.”

Eric Liebman, Head of Travel at Digital Commerce, Merchant Services at Worldline, said: “The chatbot solution helps to make payments convenient for every traveller. Providing an excellent customer experience is in the heart of Grupo Xcaret's business as one of the key innovative and sustainable players for tourism recreation in Mexico. We are pleased to be working together and helping to delight future travellers around the world.”

Since its opening in December 1990, Grupo Xcaret Park has been one of the most important attractions in Cancun-Riviera Maya, a place where the nature and culture of Mexico can be experienced in all its splendor.

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