Ensuring Consistency in Customer Interactions with Text Blaze
Using Text Blaze to streamline sales processes, personalize customer interactions, and ensure consistency.
I’m Jenna Haynes, Product Coordinator at African Horse Safaris. African Horse Safaris is a South Africa-based specialist in horse riding adventures across Africa, offering the largest portfolio of horse safaris on the continent with over 65 rides across 12 African countries.
Our 14-strong all-women team delivers personalized, expert-led service, helping riders plan everything from luxury horse safaris to immersive multi-day adventures.
We use Text Blaze to:
Streamline sales processes and boost efficiency
Personalize every customer interaction
Ensure team consistency across the board
Streamlining Sales Processes
“Text Blaze has really helped streamline our sales process and increased our efficiency a lot.”
When a customer expresses interest in a safari, our sales team reaches out to them via email. We use Text Blaze to automate the process of drafting these initial outreach emails.
When communicating with potential customers, it’s very important that we ensure sales communications are 100% accurate. Text Blaze helps with this by allowing us to create templates for booking emails, pre-departure emails, and more.
For example, here’s a version of a template that we use for initial inquiries:
Blurb
Wildlife Trail in Entabeni This extraordinary ride takes you through the breathtaking Entabeni Game Reserve, set within the World Heritage Waterberg Biosphere. A true adventure from start to finish, this safari offers unforgettable close encounters with Africa’s Big 5 and many other species. With exhilarating riding experiences alongside expert professional guides, you are guaranteed an unmatched safari experience.
- Ride Type: Set departure trail – Fixed Itinerary
- Nights: 5 or 7 Nights
- Riding: Fun and varied riding, including thrilling canters along winding sand tracks and gentle walks along game trails.
- Riding Level: Intermediate Plus & Above
- Weight Limit: 90 - 95 kg (Please inform us if you are in or above this bracket, as options are available.)
- Non-Riding Activities: Game drives in the reserve
- Wildlife Encounters: There is a good chance of seeing 4 of the Big 5 – rhino, elephant, lions and bufallo (it is possible to see leopard, but this always requires a good amount of luck!), along with many other bird and mammal species during the week
- Accommodation: A combination of tented camps, mobile fly camps with dining under the African stars, and a high-end lodge overlooking a beautiful lake to finish.
Unique Highlights: Set against the dramatic backdrop of the Drakensberg escarpment, this safari covers a vast and diverse landscape. With a high likelihood of encountering elephants, lions, buffalo, and rhinos from horseback, this ride is a bucket-list experience. Offering excellent hospitality, delicious dining, and authentic and comfortable accommodations, this safari combines thrilling adventure with excellent wildlife.
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Ensuring Communication Effectiveness and Consistency
“100% of our sales team uses Text Blaze to make sure responses are consistent in every interaction.”
Our goal when working with and communicating with customers is to exceed their expectations from the very first interaction. Part of that is making sure that our communication is consistent in every interaction.
Text Blaze helps us make sure that everyone on the team is sending out the same information to potential customers, ensuring that the correct information is sent out every time.
For example, we use the following snippet to insert into our rates snippet instead of copying and pasting across each email. We save this in different folders so that we can easily edit it annually and when/if our rates change.
Includes / excludes
RATE INCLUDES: All accommodation (3 nights at Camp Kalahari; 5 nights at Cha Cha Metsi; 3 nights Vic Falls River Lodge); All Meals; All local drinks (soft drinks, spirits, beers and house wines); Expert guiding; All horse riding activities on well-trained and responsive horses; Activities at Camp Kalahari (horse riding, game drives, guided walks, bushmen experience, meerkat encounter, and quad biking); Activities at Cha Cha Metsi (horse riding, game drives, guided walks, mokoro trips, fishing and boating - water levels permitting); Activities at Vic Falls River Lodge (guided tour of Victoria Falls, choice of 2 game activities: morning or afternoon game drive in Zambezi National Park or a sunrise/sunset river cruise); Shared transfers to & from Victoria Falls Airport; Optional daily transfer to Victoria Falls town.
RATE EXCLUDES: International Flights to Maun and from Victoria Falls, Visas; Comprehensive Travel and Medical Insurance; Transfers not mentioned; Premium drinks; Shop purchases; Spa treatments; Conservation and park entry fees; Activities at Victoria Falls and activities not mentioned; Gratuities and any items of a personal nature.
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This boosts team consistency, reduces mistakes, and improves the customer’s experience from the first interaction.
Personalizing Every Customer Interaction
“From the very first interaction to the very last email we send, it's all Text Blaze.”
Our goal is to build rapport with our clients, creating a personalized experience for each person. A big part of our customer journey is responding quickly and efficiently, providing all the information they need, and answering any questions in detail. We build strong relationships with our clients and have a large repeat and referral base - We do warn everyone that our safaris are addictive!
Text Blaze helps us achieve this with templates that our team uses that can be customized for each customer interaction.
For example, we use the snippet below to send out an email when a customer books a safari.
Booking email
Hi {formtext: name=Client Name},
Very exciting news that you will be heading to {formtext: name=Destination} in {formtext: name=Travel Date}, for an African horseback experience of a lifetime! I cannot begin to explain how much you are going to love it.
Your place on the ride is held and will be confirmed on the receipt of your payment and receiving your personal details below. This will need to be done within the next 72 working hours so we do not lose your spot. The team is looking forward to welcoming you.
{=`client name`}, I would like you to meet {formmenu: default=John; Jane; Sally; name=Admin Contact} (cc'd in this email), who will be assisting you with the admin and pre-departure section of your booking. Please CC us both into any future emails regarding your booking, be it to do with your invoice, the sending of your booking form or any questions about your upcoming trip - We are here to help every step of the way :)
Very exciting news that you will be heading to {formtext: name=Destination} in {formtext: name=Travel Date}, for an African horseback experience of a lifetime! I cannot begin to explain how much you are going to love it.
Your place on the ride is held and will be confirmed on the receipt of your payment and receiving your personal details below. This will need to be done within the next 72 working hours so we do not lose your spot. The team is looking forward to welcoming you.
{=`client name`}, I would like you to meet {formmenu: default=John; Jane; Sally; name=Admin Contact} (cc'd in this email), who will be assisting you with the admin and pre-departure section of your booking. Please CC us both into any future emails regarding your booking, be it to do with your invoice, the sending of your booking form or any questions about your upcoming trip - We are here to help every step of the way :)
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This snippet has placeholders (forms) for fields that are customized for each situation. Ex: client name and travel date.
This helps us not only make sure that important information is relayed, but also makes the customer feel taken care of.
“Text Blaze has been super easy to teach to the team because it's so easy to use and so convenient.”
Our productivity has definitely increased since using Text Blaze. The fact that it offers one place where we can have all our information stored, and if a message needs to be customized, it can be done quickly in one place.
It’s essentially a one-stop shop for all important information that we send out to customers across all the areas that we work.
In our experience, it has been super easy to onboard new employees, and the app is simple to use.
