Category: Customer Service

Could video chat become a new customer service trend in hospitality?

Could video chat become a new customer service trend in hospitality?

In August, Delta Air Lines introduced video chat as part of a customer service test at Ronald Reagan Washington National Airport. Five kiosks with “interactive screens” and phone receivers have been arranged to allow a two-way conversation with Delta representatives about anything from changing flight reservations to providing feedback. This latest move represents Delta’s innovative approach to customer service. The company already has a multi-digital service strategy that includes Twitter,…

7 ways to turn an OTA guest into a future loyal customer

7 ways to turn an OTA guest into a future loyal customer

While hotels spend a great deal of time trying to attract new customers, retaining those they already have is arguably worthy of greater attention. Most marketers are aware of the fact that acquiring a new customer can cost anywhere between 5-10 times more than keeping hold of a new one. Studies have also found that repeat customers spend 67% more than new customers. So when a guest books with your…

The benefits of live chat tools for your hotel website

The benefits of live chat tools for your hotel website

Messaging and chat are the big customer service trends of 2016, and hotels have already begun experimenting with various ways to give guests an additional communication channel through messaging apps like Facebook Messenger for Business and WhatsApp. Another way we’re seeing hotels capitalize on the chat trend is through live chat tools, which hotels are implementing directly on their websites to give guests a direct line to customer service as…

10 customer survey tools for improving hotel guest experience

10 customer survey tools for improving hotel guest experience

In the hotel industry, customer surveys have been used for years to gain valuable guest insights, improve service levels, and address area of weakness. Recently, it’s been suggested that traditional surveys are becoming outdated as hotels increasingly look to online reviews to learn about guest satisfaction levels, but the latest customer survey tools are helping hotels respond to customer needs long before they get around to posting online feedback. Today,…

Enhance your hotel’s customer service with messaging apps

Enhance your hotel’s customer service with messaging apps

In today’s increasingly connected world, where 75% of travelers use mobile devices, it’s vital for hotels to provide guests with the easiest methods of getting in touch. While most hospitality companies still handle the majority of customer service inquiries over the phone, email, and social media channels, brands looking to stay ahead of the curve have also been turning to mobile messaging apps. Adopting this smartphone-centric approach provides benefits to…

Hotels should use Twitter for customer service, not marketing

Hotels should use Twitter for customer service, not marketing

Instagram has become the “hot” social media network for hospitality brands due to its highly visual platform and large engagement. But what of its predecessor, Twitter? Is it still useful for hotel marketers? If a hotel brand is using Twitter the same way it utilizes Instagram and Facebook, then the answer is “no.” When it comes to sharing content, Twitter is less effective than other social media platforms. But with…

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