South Sea Cruises: Saving 80+ Hours Per Month With Yonder

South Sea Cruises is a leading Fiji tourism operator with multiple brands: South Sea Cruises, Blue Lagoon Cruises, Awesome Fiji, South Sea Sailing, and Malamala Beach Club. Through a partnership with Yonder, they've transformed customer engagement across all five watersports companies.

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With the integration of an AI chatbot and review product from Yonder, South Sea Cruises has witnessed a remarkable evolution in its operations, delivering outstanding customer experiences and gaining valuable insights into all five of the above brands. 

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The Chatbot Story

Before Yonder, South Sea Cruises used live chat but discontinued it during COVID-19. When business reopened, the backlog of emails overwhelmed the team.

Yonder's AI chatbot, deployed across all five brands, immediately addressed the volume of standard enquiries — handling them automatically on the website, before they reach staff.

"The standard questions we're getting are now addressed head-on automatically on the website." — Sonya, General Manager Marketing

Results across the brands:

• 600+ conversations answered instantly per month for South Sea Cruises alone
• 49+ hours of staff time saved per month for one brand — over 80 hours per month across all five
• Direct bookings grew from 15% to over 35% — with the chatbot streamlining the customer journey to booking

The chatbot also provided valuable website optimisation data — identifying where information was unclear and supporting decisions that improved user experience.

The Reviews Story

Yonder's automated survey and review system — integrated with South Sea Cruises' CustomLinc booking system — sends surveys at exactly the right moment post-trip.

Survey completion rates:

• 55% for Blue Lagoon Cruises
• 29% for South Sea Sailing

NPS results are equally impressive: 93–95 for South Sea Sailing, confirming a consistently exceptional guest experience.

Yonder's keyword grouping and topic analysis allows South Sea Cruises to identify trends across feedback from all five brands — informing targeted service improvements.

When negative feedback does arrive (rarely), the integration with CustomLinc allows the team to immediately identify the customer, understand the context, and take appropriate action.

In Summary

South Sea Cruises' partnership with Yonder has improved customer experiences, increased direct bookings, saved significant staff time, and generated rich business intelligence — positioning them as a premier tourism operator in the South Pacific.

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