Increasing customer engagement with cloud technology.

Carnival Cruise Line, one of the world’s most popular cruise lines, is synonymous with delivering memorable vacation experiences. As the customer communication landscape has evolved, Carnival Cruise Line has readily recognized the need for a strategic shift to continue driving sales and deliver elevated customer experiences.

Carnival Cruise Line adopted Webex Connect to help modernize and diversify its approach to customer communication. Speaking on this, Marcus Labra, Senior Manager for Contact Center Applications and Strategic Initiatives at Carnival Cruise Line, said, "Webex Connect has helped us modernize our phone calls by giving us a lot of different options... We can now do video chats, SMS, we can send them rich media text, which all helps us with our engagement.”

Carnival Cruise Line’s strategic move to Webex Connect saw a notable increase in engagement rates. By introducing new communication channels that resonate with its consumers, Carnival Cruise Line effectively enhanced customer interaction, leading to improved service and a boost in overall customer satisfaction. In turn, as Labra says, Carnival Cruise Line is better positioned to sell more cruises and achieve its mission of providing unforgettable vacation experiences.

Carnival Cruise Line’s adoption of Webex extends beyond improving customer interactions to also play a role in enhancing the company’s operational efficiencies. 

Streamlining payment processes: Webex Connect helps Carnival Cruise Line automate and manage payment reminders, supporting timely payment installments. Detailing this process, Labra said, "We also use Webex Connect for payment reminders... Since many of our customers book their vacations well in advance, they tend to forget when their final payment is due. Having these reminders in place helps us collect the final payment [from] the customer with the reminder."

Proactive alerts: Webex Connect enables Carnival Cruise Line to proactively inform customers of any changes related to their travel. "With Sailing Alerts, this helps us notify [passengers of] any last-minute unfortunate events that the ship may be going through... It lets the customer know so there are no surprises when they get to the pier," Labra said.

Broadening communication capabilities: Carnival Cruise Line’s use of Webex Connect also includes  the utilization of broadcast communications, allowing the company to reach a vast number of customers quickly and effectively. "We use Webex Connect to administer broadcast communications to a large pool of people on a monthly basis... This helps us reach a high volume in a short amount of time, which creates a lot of engagement very quickly," Labra said.

In addition to these operational enhancements, Carnival Cruise Line has also placed an emphasis on personalizing customer interactions. Labra highlighted the company's approach to tailoring its communication strategies to meet customer needs and preferences. With Webex Connect, Carnival Cruise Line can engage its customers through personalized, opt-in SMS text communications that keep the brand and its offerings at the forefront of customers' minds.

Carnival’s partnership with Webex isn’t static; it’s an ongoing and evolving process.

Carnival Cruise Line is committed to leveraging Webex Connect to drive enhanced customer communications. "We see a bright future [with Webex Connect]... We're thinking of video chat, we're thinking of rich communication text, branded text… There are a lot of features there that we haven't used yet that we're excited to use," Labra said.

Carnival Cruise Line has Webex Connect’s centralized cloud communications platform at its disposal to automate sophisticated customer interactions across multiple channels, including SMS, WhatsApp, Apple Messages for Business, Google Business Messages and more. Through Webex Connect’s wide range of communication channel integrations, Carnival Cruise Line can engage with a broader customer base in a more dynamic, engaging and personalized manner.

Webex Connect facilitates seamless integration with your existing systems, allowing for a unified approach to customer communications. Reach out to our team today to learn more about how cloud communications technologies can revolutionize your interactions with customers.