Australian immigration consultancy VisaEnvoy leveraged Tidio’s multi-channel support platform to automate client inquiries across six international domains, resulting in a 36% increase in pre-chat bot engagement and optimized lead qualification.
At a glance: VisaEnvoy
VisaEnvoy is an immigration consultancy based in Melbourne, Australia, providing expert guidance on visa applications and immigration processes. Founded in 2015, the firm specializes in employer-sponsored visas, skilled migration, business investment pathways, and family reunification services across multiple countries.
- Industry: Legal Services / Immigration Consultancy
- Size: 14 employees
- Headquarters: Melbourne, Australia
- Service Areas: Australia, UK, Canada, New Zealand, Vietnam, China
- Website: visaenvoy.com
The Challenge: Managing Global Inquiries Across Multiple Domains
As VisaEnvoy expanded its services internationally, the consultancy faced several critical challenges:
- Fragmented Communication Channels: Managing inquiries coming through website widgets, emails, and social media platforms like Instagram and Facebook across multiple country-specific domains.
- Inconsistent User Experience: Different international domains lacked unified messaging flows, creating inconsistent experiences for potential clients.
- Low Engagement Rates: Pre-chat bot engagement was underperforming at just 2.11%, limiting lead capture opportunities.
- Qualification Inefficiency: Immigration consultants spent excessive time manually qualifying leads that could have been automated.
- Spam Management: Resources were wasted filtering through irrelevant inquiries from non-target countries.
VisaEnvoy needed a solution that could streamline communication across all channels while efficiently qualifying leads and providing a consistent experience regardless of which country-specific domain visitors accessed.
The Solution: Tidio’s Multi-Channel AI Support Platform
After evaluating various options, VisaEnvoy selected Tidio for its comprehensive capabilities:
Unified Chatbot Implementation
- Cross-Domain Consistency: Implemented customized chatbot flows across all six country-specific domains (Australia, UK, Canada, New Zealand, Vietnam, and China).
- Multi-Channel Integration: Connected all communication channels (website widgets, emails, Instagram, and Facebook) into a single inbox.
- Language Support: Created localized flows for Chinese and Vietnamese markets with translations managed through Tidio’s platform.
Automated Lead Qualification
- Pre-Chat Forms: Implemented targeted questionnaires to gather essential information like country of interest, visa type, and contact details.
- Consultation Booking: Automated the appointment booking process with direct links and follow-up emails.
- Zapier Integration: Synchronized lead information with VisaEnvoy’s CRM system for seamless lead management.
Geographic Targeting
- Country-Based Widget Visibility: Configured the platform to hide chat widgets from non-target countries, eliminating spam inquiries and preserving conversation quotas.
- Subdomain-Specific Flows: Created conditional logic to direct visitors to appropriate consultation flows based on the specific country domain they visited.
The Results: Enhanced Engagement and Streamlined Operations
Within 30 days of implementing the optimized Tidio solution, VisaEnvoy experienced significant improvements:
- 36% Increase in Bot Engagement: Pre-chat bot engagement rates rose from 2.11% to 2.86%, representing a 36% improvement in just one month.
- 25% Higher Conversion Rate: The contacts-to-visits ratio improved from 0.70% to 0.88%, indicating more visitors were successfully engaging with the platform.
- 186,864 Automated Interactions: The system successfully executed nearly 187,000 flows in a single month, dramatically reducing manual workload.
- Reduced Spam Inquiries: By implementing geographic targeting, VisaEnvoy eliminated unnecessary conversations from non-target countries.
- Consistent Cross-Channel Experience: Clients received the same professional experience whether they connected through the website, email, or social media.
Future Plans: Expanding Automation and Personalization
Following their initial success, VisaEnvoy plans to further enhance their Tidio implementation:
- Enhanced Email Automation: Developing more sophisticated email follow-up sequences based on specific visa types and countries of interest.
- Additional Language Support: Expanding localized chatbot flows to include more languages serving their diverse international clientele.
- Advanced Analytics Integration: Leveraging Tidio’s data to gain deeper insights into client needs and optimize marketing strategies.
- Help Desk Implementation: Exploring Tidio’s ticketing functionality to better organize and track complex immigration inquiries.
By implementing Tidio’s comprehensive support platform, VisaEnvoy has created a seamless experience for potential clients worldwide while significantly improving operational efficiency. As they continue to refine their approach, the firm is well-positioned to maintain its leadership in the competitive immigration consultancy sector.
