Tongariro River Rafting: 96% Of Customer Queries Solved Immediately

Tongariro River Rafting is a family-owned rafting company in Turangi, New Zealand — and the #1 rated rafting company on TripAdvisor for the North Island. Owner Garth Oakden and his small team are always on the move, guiding adventures and creating memorable experiences. Like many tourism operators, they faced a familiar tension: be present for on-site guests, or respond quickly to online enquiries.

The Challenges

• 24/7 customer service without dedicated desk staff
• A functional, reliable AI chatbot that didn't require constant management
• Growing NPS and online review volume

How Yonder Solved It

Tongariro River Rafting implemented Yonder's AI chatbot with zero technical hassle — gaining powerful automation through their RTBS booking system integration and consistent guest communication around the clock.

• Live RTBS booking system integration — giving the chatbot (named Eddy) access to real-time availability
• Targeted survey messages via Yonder's Reviews product
• 24/7 automated responses with no technical expertise required

Eddy handles 96% of visitor questions immediately — letting the team focus on what they do best: delivering unforgettable rafting experiences. No longer tethered to their desks, the team provides consistent customer service whether they're on the river or not.

"It's the single most valuable tool that we have in our arsenal of tools. We've got accounting programs and we've got point of sale programs and we've got booking stuff and we've got waiver stuff and there's all sorts of bits and pieces. But that NPS to see what your customers think of you — within sort of 24 hours of them doing it [a tour] — is just truly indispensable." — Garth Oakden

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