Messenger

Cinépolis

Increasing customer satisfaction and driving sales with Messenger

BRAND

PARTNER - GUS

THEIR STORY

The movie-going experience

With over 600 movie theaters in operation worldwide, Mexico-based cinema chain Cinépolis is the largest cinema operator in Latin America and the fourth largest in the world.

8.7X

higher conversion rate on Messenger compared to email

90%

of conversations were resolved without the need of a human agent

95%

less cost per client acquisition for Cinépolis’ subscription service compared to other social and search channels

THEIR GOAL

Greater online customer support

Cinépolis wanted to help its clients find movie showtimes directly within their platform as well as provide excellent customer service. The cinema chain has 16 million followers on Facebook and wanted to use Messenger to help people find film schedules, purchase tickets, and have questions answered customer queries quickly and efficiently.

THEIR SOLUTION

Fast answers and information

Cinépolis partnered with GUS, an end-to-end customer experience provider, to build a Messenger-powered digital assistant that provides sophisticated customer service using quick replies, natural language processing, webview and catalogue.

Something Went Wrong
We're having trouble playing this video.

THEIR SUCCESS

Customer-centric products

By partnering with GUS to build an automated experience for Messenger, Cinépolis successfully implemented an automated customer experience that drove sales. Additionally, the cinema company used the customer insights it gained to boost the success of the company’s on-demand film service by predicting which movies customers would most want to watch. Cinépolis earned the following results:

  • 8.7X higher conversion rate on Messenger compared to email
  • 90% of conversations were resolved without the need of a human agent
  • 95% less cost per client acquisition for Cinépolis’ subscription service compared to other social and search channels

"We knew there was going to be great potential in the chatbot built on Messenger because of the high engagement with our audience. Thanks to working with GUS and thoroughly these years, Cinepolis has a better understanding of the users, as well as their behavior throughout the entire customer journey."

Carlos Carreño
Omni-Channel Senior Marketing Manager Cinépolis

Messenger Solutions

These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.

Explore Solutions