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We automated replies we used to check one by one, saving us enormous amounts of time.

About the company

Mundo Marino operates excursions that depend on unpredictable factors such as weather conditions, boat availability, and constantly updating booking systems.
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Channels

Gmail / WhatsApp

Messages

10,000

Context

Mundo Marino, a leading company in maritime experiences and excursions, suffered from saturated support channels during peak season due to the enormous volume of operational inquiries they received. With GuruSup, they managed to automate responses, optimize booking management, and integrate key systems like FareHarbor to provide real-time information.

Problem

Demand peaks difficult to absorb

During critical months, message volume exceeded the human team's capacity to respond, creating bottlenecks and decreasing visitor satisfaction.

Constantly changing availability

Excursions depend on factors like weather and logistics. Users needed quick answers about date and time availability, last-minute changes, and cancellations or rescheduling.

Frequent queries consuming team time

A large portion of messages were repetitive questions about booking details, cancellation policies, invoices or receipts, and excursion status after weather alerts.

Integration with external systems

FareHarbor is the platform used for booking management. Mundo Marino needed customer-facing information to be automated, accurate, and updated in real-time.

Solution with GuruSup

1

Unified customer service

GuruSup unified customer service through Gmail and WhatsApp, allowing the team to respond in seconds with consistent and verified information.

2

FareHarbor API integration

The platform integrated with FareHarbor through APIs, enabling real-time availability checks, instant booking detail delivery, automatic weather-related notifications, and immediate invoice or receipt retrieval.

3

Automated weather incidents

Weather incidents and last-minute operational changes were automated. When conditions changed, the system could proactively notify visitors, reschedule bookings, offer alternatives, or manage refunds according to policy.

4

70% FAQ automation

Around 70% of repetitive questions—like schedules, meeting points, excursion requirements, cancellation rules, and invoice requests—were resolved automatically through predefined flows.

Results

  • •GuruSup reduced team operational load by 80%, allowing staff to focus on complex cases while the assistant handled most queries.
  • •Response times dropped from hours to seconds during peak season, even with over 10,000 messages.
  • •Errors decreased thanks to real-time integration with FareHarbor, which ensured accurate and up-to-date information.
  • •Visitors experienced a smoother journey with automatic confirmations, personalized responses, and real-time updates, significantly improving satisfaction and overall service perception.

"GuruSup reduced team operational load by 80%."

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