About
About SOTC Travel
SOTC handles enquiries across domestic and international travel, with WhatsApp playing an important role in sales and customer engagement. Leads arrive from multiple sources, including the website, CTWA campaigns, broadcasts and post-sales journeys, and are handled by Sales, Support and Reservations teams.
Travel purchases need information, follow-ups and assistance before a decision, so timely engagement and knowing where a lead is in its journey matter. Internally, multiple agents handle conversations, with separate teams for domestic and international enquiries, which makes source attribution an important part of the WhatsApp setup.
The challenge
What they set out to solve
SOTC started with a single WhatsApp number receiving leads from every source, with limited visibility into where leads originated, who owned them and what happened after the initial enquiry. Customer information arrived as free-text messages, making it hard to structure and route leads.
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What SOTC Travel runs on
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