Polynesian Spa: Automates 86% of Online Customer Enquiries

As one of New Zealand's premier tourist destinations — and among the world's top 10 spas — Polynesian Spa receives a large volume of customer enquiries every day. Before Yonder, the customer service team spent hours answering routine questions, and still couldn't keep up.

The Problem: Routine Questions Were Blocking Sales

People would grow frustrated when phone enquiries went unanswered. The website had an FAQ section, but not all visitors found it — and it couldn't cover every question. The goal was to reduce friction, answer questions faster, and convert more visitors into bookings before they left the website.

The Chatbot Exceeded Expectations

"Initially I hesitated to try a chatbot because I find some of them annoying. But after hearing results from Yonder chatbots on other tourism websites, the data and outcomes were compelling, so I gave it a go. I've been amazed at the results. The volume of conversations was more than I expected." — Richard Allen, Sales and Marketing Manager

Since implementing Yonder's AI chatbot in November 2019 — integrated with their booking and ticketing systems — Polynesian Spa has:

• Resolved 86% of enquiries automatically — a significant and sustained reduction in staff time spent on routine questions
• Facilitated hundreds of bookings through chatbot-driven conversions
• Increased website conversion rate since implementation

"We measure click throughs to the booking system from the bot and the conversion rate on the website has gone up since implementing Yonder."

"If customers can easily find what they want, it helps avoid them leaving the website without booking."

Strong Results From Day One

Yonder's pre-built question set for tourism businesses meant the chatbot delivered outcomes immediately.

"Yonder came with a predefined set of questions relevant to our business, and we added some extras. That has enabled us to get great outcomes immediately." — Richard Allen

Answered-by-bot rates hover around 85–86% for Polynesian Spa — meaning minimal human intervention is required.

Conversational Data Drives Smarter Decisions

Yonder's analytics have provided the Polynesian Spa marketing team with valuable business intelligence.

"The conversational data provided evidence I wouldn't otherwise have, and helps my decision making." — Richard Allen

Chatbot conversation data has also helped refine website content — with Polynesian Spa updating pages to address questions coming in most frequently.

About Polynesian Spa

Nestled on the shores of Lake Rotorua lies Polynesian Spa, one of New Zealand’s premier tourist destinations. Recognised as one of the top 10 spas in the world, Polynesian Spa’s geothermal baths and retreat uses Rotorua’s healing waters and decadent therapies to pamper its guests.