Oooh

Efficient
How to handle chat requests

We have organized the process for efficiently handling customer chats on Oooh, so we would like to share that know-how with you.
There are still areas for improvement, but if you handle chats with this current flow,
　 ① Eliminates unnecessary responses,
　 you can expect effects such as an increase in the conversion rate.
Please make use of this manual in your daily interactions.

Oooh Management System:https://www.oooh.jp/ope/

Table of Contents

Basic Flow of Chat Handling

Basically, please proceed with chat handling according to the following 5 steps.
The important thing is how Smoothly handle up to Step 2, the 'Initial Proposal' as this can affect the conversion rate.

Step 1

Initial Action

Step 1

Initial Action

Introduction of your company & Gathering necessary information for the itinerary
(Screening of customers with low potential)
*If possible, it is also good to conduct the initial proposal in Step 2 simultaneously.

Step 2

First proposal

Step 2

First proposal

Presentation of a rough itinerary and estimated cost
(Aligning budget expectations, screening based on budget)

Step 3

This proposal

Step 3

This proposal

Presentation of detailed itinerary and estimated cost
(Final travel plan proposal)

Step 4

Coordination & Application

Step 4

Adjustment & Application

Final adjustments to the application details, acceptance of travel applications

Step 5

Final Notice

Step 5

Final Notice

What happens after you apply?
Guidance on vouchers, VISAs, travel insurance, etc.

Step 1. Initial Action

the purpose

1. Collection/Hearing of information necessary for itinerary proposal
2. Screening of customers who are not eligible (those whose budget does not match)

Example sentences

*The following is merely a sample text. Please modify the content for use by each travel company.
*We plan to implement a 'template' function in the future, so you will be able to register templates for each company.

Dear Mr./Ms.

■■■ Introduction of Your Company ■■■
(To gain the trust of customers)

Nice to meet you, I am ◯◯, running a travel agency locally in Brazil.
Our company has been arranging travel for Japanese customers locally for over ◯◯ years. In addition to serving over ◯ individual customers in the past, we also have experience organizing trips for corporate clients such as ◯ and ◯. Furthermore, for individual customers, we offer customized travel plans that allow them to freely combine itineraries and destinations for private tours based on their budget. We would be delighted to assist you in creating the ultimate travel experience, so we look forward to serving you.

■■■ Hearing of Necessary Information ■■■
Preparation of travel proposals & screening of low-probability customers
(※) Among the following questions, look at the survey results and ask for the necessary content for the temporary proposal.

I would like to promptly create a travel plan, but could you please provide the following information?

Which city in Japan will be the departure and arrival point?
Would you like us to arrange international airline tickets between Japan and the local area? In that case, does your provided budget include international airline tickets?
If your inbound/outbound flights are decided, I would like to plan according to the flight schedule. What do you think?
Are you traveling as a couple? Or are you friends?
Is it a special trip? For example: honeymoon
Would you prefer a double bedroom with one large bed or a twin bedroom with two smaller beds?
Would you like to travel with our small group? Are you interested in a private tour?
Do you have any preferences for the hotel rank? (We can recommend 3 to 5-star hotels)
If you have children, please let us know their ages.

Thank you in advance for your cooperation.

Important points to note

  • Instead of asking questions in a piecemeal fashion, ask them all at once (it's more efficient for the travel agency that way, and it's important to propose the itinerary as quickly as possible!)
  • The initial response must be made within 24 hours (the speed of response gives the customer a sense of security/trust).
  • If creating the plan takes time, please communicate that fact.
  • For customers who do not have a budget, communicate an approximate budget, and if the conversation does not progress from there, that's fine (avoid spending time on customers with a low likelihood of closing a deal).

Step 2. Initial Proposal

the purpose

Present an overview of the itinerary and an estimated amount (preferably from the start of the inquiry Within 3 days (Proposed to
Screening of customers who do not fit the budget

Example sentences

*The following is merely a sample text. Please modify the content for use by each travel company.
*We plan to implement a 'template' function in the future, so you will be able to register templates for each company.

Dear Mr./Ms.

Presentation of Simple Travel Details and Estimated Quote
First, align the budget expectations and screen non-prospective customers.
The initial proposal can be text-based (an itinerary is preferable if possible).
※Here, the proposal speed is Top priority ! (If possible Within 3 days）
Thank you for your continued support, this is ◯◯.
Based on your preferences, we will propose a simple travel itinerary.

<Plan Overview>
4/27 13:10 Arrive in Nairobi. Nairobi sightseeing (Giraffe Centre) Stay in Nairobi.
4/28 Nairobi → Loisaba Conservancy. Stay at Loisaba
4/29 To Lake Naivasha. Enjoy the Warthog Safari and Boat Safari. Overnight in Naivasha.
4/30 Lake Naivasha → Lake Nakuru. Enjoy a game drive. Overnight in Nakuru.
5/1 From Lake Nakuru to Masai Mara. Overnight stay in Masai Mara.
5/2 Full-day game drive in Masai Mara. Overnight stay in Masai Mara. 5/3 Game drive in Masai Mara. Overnight stay in Masai Mara.
5/4 Morning game drive. Fly from Masai Mara to Diani (11:30-13:45). Enjoy Diani Beach.
From Diani to Nairobi on 5/5. Departure from Nairobi Airport at 18:00.

Included in the Plan
Hotel ◯ nights, meals (morning, noon, night)
・Japanese guide ◯ days
・Private car ◯ days
Activities (Safari etc------)

<Estimated amount>
The final amount will be confirmed separately, but it is estimated to be 2,500 USD per person (when two people participate).
If you have any questions, please feel free to contact us.

If there are no issues with the above content and budget, we will proceed to confirm the details and provide you with the final amount. How does that sound?
We would appreciate your feedback.

Important points to note

  • If possible, communicate the range of how much the budget may vary if conditions are compromised or upgraded.
  • Ensure to confirm that there are no issues with moving to the itinerary presentation phase after checking the budget.

Step 3. This proposal

the purpose

・Presentation of detailed itinerary and estimated cost

Example sentences

*The following is merely a sample text. Please modify the content for use by each travel company.
*We plan to implement a 'template' function in the future, so you will be able to register templates for each company.

Dear Mr./Ms.

■■■ Presentation of the final itinerary and cost ■■■
※Please present the itinerary in PDF or using Oooh's 'itinerary function' (text-based formats may lead to oversight of details and make it cumbersome for customers to verify content).
※Using Oooh's 'itinerary function' can save time by recalling past proposal content and makes it easier for customers to check details on their smartphones.
> Here is the Oooh 'itinerary function' (link)

Thank you for your continued support, this is ◯◯.
We will provide you with the itinerary and detailed charges, so please check the attached file.
Please note that this plan is valid until ◯ month ◯ day. (The cost of the arrangements may change after the expiration date.)
The application process is as follows, so please check it as well.

1. Please review the travel details and inform us via chat if you wish to apply.
2. We will create an application form and provide you with an application link via this chat.
3. Please complete the application process and payment via the application link (credit card or bank transfer)*.
4. Once payment is completed, we will begin arrangements and contact you upon completion.

(*) Payment will be made in yen converted from the currency indicated. If you wish to pay in foreign currency (dollars, euros), please inform us via chat.

Thank you for your confirmation.

Important points to note

  • Guide the application process
  • Always include frequently asked questions in the proposal (itinerary).
  • Clearly state the cancellation policy.
  • As a rule, do not provide a breakdown of individual costs.
    →If asked about individual costs, respond with, 'Providing individual details would prevent us from taking responsibility for the entire itinerary, so we do not accept individual arrangements for the proposed itinerary.'
  • Inform about the validity period of the estimate / Agree on a consideration time limit with the user (due to reasons such as hotel reservations or guide assignments).

Step 4. Adjustment & Application

the purpose

・Final adjustment of proposal and application content (confirmation of intent)
・Sending the application form and requesting completion

Example sentences

*The following is merely a sample text. Please modify the content for use by each travel company.
*We plan to implement a 'template' function in the future, so you will be able to register templates for each company.

Dear Mr./Ms.

■■■ Confirmation of proposal content and sending of application form ■■■
(Create and share the application form promptly once the intent to apply is confirmed)

If you are satisfied with the proposal we have provided, we will prepare the application form.

Thank you for your confirmation.

Important points to note

There are cases where unnecessarily keeping a prospective customer waiting can cause anxiety.
Even if our responses and actions proceed smoothly, if the intent to apply is not clearly confirmed, it may unnecessarily delay the application process.
Since hotel and guide reservations may change over time, please confirm the intent to apply as timely as possible.

Step 5. Final Guidance

the purpose

・Sharing the process from application to travel
・Final guidance before travel (final call)

Example sentences

*The following is merely a sample text. Please modify the content for use by each travel company.
*We plan to implement a 'template' function in the future, so you will be able to register templates for each company.

Dear Mr./Ms.

■■■ Sharing the process from application to travel ■■■
(Promptly share the upcoming process to allow customers ample time to prepare)
※Creating and sharing a 'travel itinerary' in advance cansignificantly reduce unnecessary inquiries!

Thank you for your continued support, this is ◯◯.
Thank you very much for your application!
We will proceed with the travel arrangements and report to you once completed.

We will also provide you with a 'travel itinerary' tailored to this trip, so we would appreciate it if you could check it as well.

Thank you for your confirmation.

Travel guide (information to be included)

Please ensure that the 'travel itinerary' includes the following items without omission

  • About overseas travel insurance
  • Regarding vaccines/immunizations
  • Regarding entry visa
  • Climate and clothing
  • About currency exchange
  • About Tipping
  • Regarding voltage
  • Local contact information (Line, WhatsApp, etc.)

Important points to note

Please ensure to provide information on the following items without omission and well in advance of the departure date.
※There have been cases in the past where last-minute notifications before departure caused issues.

  • Visa Application
  • Recommendation for overseas travel insurance
  • Regarding vaccines/immunizations
  • Local contact information (Line, WhatsApp, etc.)
  • Details of the meeting with the guide