Phone Support and Bookings for a Florida Watersports Company
A boat and jet ski tour company in Florida had more customers than its owner could handle. The phone rang all day, callbacks came late, and every missed call was a booking that went to a competitor instead. Bad-weather days made it worse, with dozens of customers needing to reschedule or get a refund at once.
| Industry | Tours and activities |
|---|---|
| Services | Phone and SMS support, booking management |
| Tools | FareHarbor, RingCentral, WhatsApp |
| Team | 2 dedicated agents, 12 hours a day (8 AM to 8 PM) |
| Results | 30% more bookings · 90% customer satisfaction · multiple 5-star Google reviews |
The challenge
- Missed calls and lost bookings whenever call volume peaked
- Inconsistent answers and slow callbacks, which hurt customer satisfaction
- No clear process for refunds and rescheduling when the weather turned
- No knowledge base, so questions about tours took too long to answer and answers weren’t always right
What we did
1. Built a knowledge base for every tour
Pricing, safety rules, cancellation policies and common questions for each tour, all in one place. Agents could answer almost any question on the first call.
2. Put two dedicated agents on the phones
Two trained agents covered 12 hours a day, 8 AM to 8 PM, so calls were answered during the hours customers actually book. They were trained in our Connect and Convert approach: build a real connection with the caller, understand what they want, and turn the enquiry into a booking.
3. Ran bookings, calls and texts properly
- FareHarbor for online and phone bookings
- RingCentral for calls and text messages, including booking confirmations and cancellations
- WhatsApp for quick updates between the agents and management on urgent bookings or policy changes
4. Got ahead of the weather
Agents checked the forecast every day and contacted affected customers first, offering to reschedule or refund before anyone had to call in. A clear, kind process for refunds and escalations meant even disappointed customers left happy.
Results
- 30% more bookings, because fewer calls were missed and more enquiries turned into reservations
- 90% customer satisfaction
- Multiple new 5-star Google reviews
- More repeat customers and word-of-mouth referrals
What other businesses can learn from this
For booking businesses, the phone is the sales team. Every unanswered call is lost revenue, and a proactive weather message turns a cancellation into a rescheduled booking. We now support several tour, rental and activity businesses. See how we work with tour and activity companies.
Want this kind of support for your business? See our services or book a free 20-minute call. You can also browse more case studies.
