How Lauke Tours saves 45 hours every week with automated support

Lauke Tours is a family-run tour operator in Argentina, offering regional travel experiences across several destinations. With a growing portfolio of tours and a small customer service team, they needed a better way to handle rising message volumes without increasing headcount.

They implemented Trengo to centralise and automate customer communication. The results? A structured, automated support flow that now saves the team around 45 hours of work per week, while setting the foundation for proactive pre-departure and upsell messaging in the next phase.

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Challenge: Growing demand, limited support capacity

As Lauke Tours expanded its tour offerings, customer conversations increased quickly across WhatsApp and social channels. Most messages were repetitive: pricing questions, tour details, transport options, and booking clarifications.

Their earlier setup made this harder than necessary:

• Separate contact points for different destinations
• A rigid legacy flowbot that was difficult to adapt
• Manual routing and qualification of inquiries

They wanted to grow — but without doubling their support team. The priority was clear: handle more inbound conversations efficiently while keeping responses accurate and personal.

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The Solution: Structured reactive support with Trengo

Lauke Tours implemented Trengo as their central communication platform and instead of trying to automate everything at once. They started with the biggest pressure point: incoming support and sales questions.

One shared inbox across channels
All WhatsApp and social media conversations now land in one shared inbox. This gives the team full visibility and makes collaboration easier across destinations and inquiry types.

Smart routing with AI Journeys
Using Journeys, Lauke Tours replaced their old flowbot with flexible automated journeys that guide customers and route conversations automatically.

These journeys:

• Ask structured intake questions
• Route by destination and topic
• Separate leads from existing bookings
• Send each conversation to the right queue

This removed a large amount of manual triage work.

Automated answers to repetitive questions
Common questions about tours, inclusions, transport, and booking details are now answered automatically through flows and templates. Customers get instant replies, while agents only step in when needed.

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Results: Major time savings with reactive automation

Even without proactive outbound messaging yet, the impact of reactive automation has been substantial.

Documented results from the current setup:

• ~45 hours saved per week through automated routing of every conversation
• Equivalent workload reduction of roughly 1 FTE in repetitive support effort
• Better lead qualification and conversation structure

The team can now handle higher message volumes without increasing staff — a key requirement for a growing, family-run operator.

“Trengo has helped us a lot. It’s very easy to use, and it’s essentially become a highly valued employee. Helping us organize everything and scale the business without adding headcount.” - Kevin from Lauke Tours

Next step: From reactive to proactive communication

With reactive support now running successfully, Lauke Tours is preparing the next phase: proactive guest communication.

They are currently connecting WooCommerce to trigger outbound WhatsApp messages based on bookings. Planned messages include: pre-departure tour details, travel guides and practical information, pre-tour upsell offers (transfers, insurance, add-ons) & post-tour review requests

These proactive workflows are planned to roll out step by step. The goal is to move from only reacting to questions — to guiding guests before they even need to ask.