Zorb: Increases Conversions and Saves Time

The desire to offer a better customer experience and reduce response bottlenecks was behind ZORB’s decision to invest in a chat solution for their website, and it’s continued to deliver value during and after COVID-19 lockdowns.

The world-famous downhill ball-rolling experience started in Rotorua — and the team at ZORB has always invested in delivering a great customer experience from the very first touchpoint. That commitment is what led Sales & Marketing Manager Charlotte Brady to implement Yonder's AI chatbot.

Before Yonder

"Before Yonder, we used to get a lot of emails to our info@zorb email address and responding took up a lot of time. Incoming phone calls go to our front-of-house team and if they had customers in front of them, it was difficult to keep up with calls and customers." — Charlotte Brady

After Yonder

Email volume dropped significantly. Phone calls decreased. And the team gained the ability to be fully present with guests — without dropping the ball on online enquiries.

Pre-COVID, ZORB customers had around 100 chatbot conversations per month in low season, rising to around 170 during peak summer — equating to 7–14 hours of staff time saved per month.

"Not only are our website visitors getting immediate answers 24-7, but Yonder has really reduced the pressure on our staff."

"We're also converting more customers from our website since we've had Yonder chat."

Charlotte was impressed by how quickly Yonder paid for itself:

"Within minutes of going live, customers were having conversations and getting answers. People are used to using chat now, and it's just another channel for customers to engage with us."

Managing Topical Content With Pop-Ups

Charlotte uses Yonder's pop-up website message feature regularly — updating it during bad weather to reassure visitors that ZORB is still operating, or featuring current opening hours and deals.

"It saves loads of calls and emails, and is quick and easy to do."

The dashboard gives Charlotte visibility across all key chatbot metrics — conversation volumes, resolution rates, and trending questions.