How Selina Tripled Sales in Two Months With ManyChat
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Selina, a global boutique hotel group, had invested significant time and effort into building its social media presence. However, the brand faced challenges in tracking leads and sales generated through platforms like Instagram and Facebook. Facebook’s Messenger, a key communication tool for the brand, did not provide a way to distinguish between leads, customer support, and Q&A questions. It also did not allow brands to automatically assign and route the user to the correct departments. As a result, customer support response times were not instant, which was a key goal for Selina. The brand wanted to build a scalable lead generation system that allowed teams to provide faster support and offer the best vacation booking experience for guests.
Selina is a global boutique hotel group established in 2014 in a little surf town called Pedasi. The brand has over 100-plus locations worldwide and is known for its music, decor, and local experiences offered to guests. The brand has a growing social media presence, with over 458,000 followers on Instagram to date. Selina has a strong focus on providing superior customer care and improving productivity. The brand is committed to providing the best vacation booking experience for guests and has a goal of achieving instant customer support response times.
Selina partnered with TBS Marketing to create a Messenger-based lead generation system using ManyChat. The brand used the 'Send Message' CTA on their Facebook page to guide potential guests into a conversation with Selina’s Messenger bot. They also used ManyChat’s Comments Growth Tool to start conversations with people on their Facebook posts. All users entered the same lead capture flow before being routed to support or an Experience Concierge. The Messenger bot would ask for the person’s preferred language and prompt them with Conversation Starters, which are clickable buttons that prompt a Messenger conversation. Using Zapier, Selina used ManyChat’s API to send leads to a custom-built Monday.com management system to manage leads and support. The system allowed the brand to know exactly how many people contacted them in a month, the conversion rate for those contacts, and guarantee that every single user is taken care of with their carefully crafted sales and support funnel on Monday.
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