Top Chat and Messaging Providers for Tour and Activity Operators

How to decide if you need a chat and messaging platform, what type of chat will work best for you, and the top nine chat providers to consider.

Reading Time: 2 minutes 40 seconds

by | 16 January 2023

“What can I help you with today?”

Chatbots have become ubiquitous, and as the latest Arival research shows, operators have a lot to gain from adopting chat platforms as part of their customer service. However, should operators be rushing to jump on the chatbot bandwagon?

“Operators are usually worried of losing the personal touch,” says Daniel Pino from TourOpp, one of the chat and messaging providers included in the recently released Arival Guide: The Power of Chat. “However, if you have a bot taking care of 80% of your most common, repetitive questions, you will have more time to take care of those customers who really need your attention.”

When considering adopting any new technology, there are a few steps you can take to make sure you’re making the best decision for your business.

1. Do an Internal Assessment

Before you jump into evaluating chat platforms, take a close look at your own business, including your current communication flow. What are the pain points or service bottlenecks, and where could chat automation help? Consider also your current booking system and other software that you’ll want to ensure can integrate with a potential new chat and messaging system.

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2. Ask the Right Questions

When looking at potential chat platforms, there are five key questions to ask, as outlined in the Arival Guide: The Power of Chat:

  1. What type of chat does it support? (In other words, can you send all of the messages you need to? How customizable are the messaging templates to send all of the messages needed for your business?)
  2. Does it support the messaging apps or services your customers use most?
  3. Will it integrate with your booking system, marketing platform, and other tech?
  4. What internal resources do you need to implement and support the platform?
  5. What support is available from the provider?
What kind of messaging apps are your customers already using? | Photo: Unsplash / Adem AY

3. Evaluate the Options

In developing this guide, Arival analyzed more than 20 chat platform providers, and included the top nine in a comparative matrix. Here are the top chat and messaging providers from the guide in alphabetical order:

  • CM.com: A customer communications platform for tour and activity operators
  • Curated Planet: A customer communications platform for tour and activity operators
  • Hubspot: Customer relationship management (CRM)
  • Podium: Customer communications platform for tour and activity operators
  • Salesforce: Customer relationship management (CRM) for travel and tourism
  • Swell: Customer communications platform for travel and tourism
  • Tars: Chat automation platform for travel and tourism
  • TOMIS: Marketing & chat platform for tour and activity operators
  • TourOpp Go!: Chat automation for tour and activity operators

To learn more about the process of evaluating chat platforms, and to see the details of how each of these chat platforms ranked in Arival’s review, download the guide free here, and join a webinar presentation of this research on February 1, 2023.

Become an Insider Pro Access member today and get access to the full library of Arival research, plus many other benefits such as free consulting sessions, special discounts and 20% off in-person events, starting from $179 per year.

Arival Webinar - The power of chat

Header photo: Pexels / Cup of Couple

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Tags: attractions, tour operators, webinar, Featured, chatbots, activity operators, chat, the power of chat, messaging, SMS, texting, chat platforms, chat providers, chat vendors

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WHAT'S THE DIFFERENCE BETWEEN ARIVAL | ACTIVATE EDINBURGH AND ARIVAL 360 | VALENCIA AND WHICH SHOULD I ATTEND?

Since 2019, Arival has hosted one major event in Europe each year. For 2024-2025, we’re thrilled to offer two exciting events: Arival 360 | Valencia and Arival | Activate Edinburgh. Here’s a quick comparison to help you decide which event to attend—or why you might want to come to both:

Arival 360 | Valencia (28-30 April 2025)
  • Scope: Flagship European Event with a global reach; up to 30% of attendees from outside Europe, including the U.S., Middle East, LATAM, and APAC.
  • Audience: Experience creators, tech and distribution companies, and industry professionals from around the world.
  • Arival Theater Content: Global topics including: over-tourism and sustainability, technology, distribution, European consumer and operator trends.
  • Breakout Sessions: In-depth workshops on operational best practices, product expansion, AI, channel management, marketing tech, a Spain-specific track and an Innovation Showcase highlighting the most tech-savvy companies in our industry.
  • Networking: Connect with leading OTAs and distribution companies, and build valuable partnerships.
  • Location: Valencia, a stunning coastal city offering rich cultural experiences.
  • Attendees: Approximately 800, providing extensive networking opportunities.
Arival | Activate Edinburgh (23-25 November 2024)
  • Scope: Regional focus on the UK, Ireland, and the Nordic regions.
  • Audience: Operators and industry professionals from the region.
  • Content: Gain insights on regional topics like technology, distribution strategies, and hear from top regional tourism leaders.
  • Breakout Sessions: Experience hands-on learning at Edinburgh’s top attractions and tours, with sessions on visitor experience, digital journeys and innovative tour development. In-depth sessions for companies at the beginning of their digital journey and more advanced sessions for people and companies looking to elevate their experience.
  • Networking: With a more intimate setting. you’ll have more time to build deeper connections and create more meaningful interactions with your current and future partners including distributors, tech companies, DMOs and more.
  • Location: Edinburgh, known for its stunning architecture and historic charm
  • Attendees: Approximately 400, fostering an intimate peer-to-peer learning and networking environment.
Key Differences:
  • Global vs. Regional Focus: Valencia is a global event with an international audience, while Edinburgh is a regional event focused on the UK, Ireland, and Nordic regions.
  • Event Size: Valencia hosts about 800 attendees, providing broad networking opportunities, whereas Edinburgh’s 400 attendees create a more intimate, focused environment.
  • Content and Sessions: Valencia features global themes and advanced topics, whereas Edinburgh provides region-specific insights and hands-on experiential learning.
  • Location Experience: Valencia providing a coastal escape and Edinburgh offering historic and iconic attractions.
  • Who Will Be There: The most valuable part of Arival Events is the connections you make and the partnerships you build to grow your business. At Arival | Activate Edinburgh, you’ll engage with key industry players in the UK, Ireland, and Nordic regions. If your business focus is on these areas, Edinburgh is where you need to be. For those targeting broader European or global markets, Arival 360 | Valencia offers the ideal platform to network with international leaders and innovators. 
Why attend both?

With limited opportunities for business development, learning, and networking in our industry, attending both events is a strategic move. By participating in both Edinburgh and Valencia, you maximize your exposure to diverse markets and influential contacts. 

However, if budget constraints or a specific regional focus dictate your decisions, choose the event that best aligns with your primary business goals. Join us in Edinburgh for regional insights or Valencia for global perspectives—or better yet, attend both to fully leverage the potential of Arival’s expansive network.

For service providers such as a restech or ticketing platform, distribution company, or other services including marketing, AI tools, etc., attending both gives you access to attendees from both markets to connect with your current customers and to meet new ones!

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