Ski.com
A 50-year-old ski vacation specialist replaced unreliable chat software and turned live chat into a sales channel.
Who they are
Ski.com began as Aspen Ski Tours and has spent five decades curating ski vacations at resorts around the world. The team books airfare, lodging, lift tickets, equipment, ground transport and concierge service across 120 resorts, taking on the planning so customers only have to think about the runs they want to ski.
What they were dealing with
Their previous chat platform was failing in ways that were hard to ignore. Messages were not making it to agents, and the team was losing sales because of it. The system would also drop out mid-season, which is the worst possible moment for a business that lives or dies by a few months of bookings each year.
The more we take chats and the more we convert, the more money we make. tawk.to can handle a service center, but it can also handle a sales center.
How tawk.to helped
The team moved to tawk.to and rebuilt their chat coverage around it. Agents handle four to five conversations at a time, watch visitor messages as they are typed, and track which pages someone is browsing. Internal direct messaging lets specialists pull each other into a conversation, webhooks push data to the rest of the stack, and Hired Agents cover the site overnight and on weekends.
What changed
Sales went up after the switch. Conversion rates beat the old system, fewer chats are missed off-hours, and live chat has started to pull more volume than the phone line. Just as importantly, the team trusts that messages reach an agent, which is what was missing before.
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