Wednesday, January 31, 2018

Chatbots For Hotels - Part 2

Chatbots are proving to be a great way for hoteliers to automate their responses to some of the more routine requests made by their guests. Today’s hotel guest expects quick answers to any questions they may have and the rapid resolution of any issues, which may arise during their stay. Chatbots are a valuable tool available to hotels for providing excellent customer service more efficiently.

More than merely a tool for improving hotel guest service communication efficiency, chatbots offer a number of other advantages to hoteliers when implemented. They are capable of completely managing nearly every aspect of a hotel guest’s stay, from booking and arrival on-property, to check out, and beyond. The learning ability of chatbots aids them in more effectively leveraging direct bookings. After an initial investment, chatbots can also provide hoteliers with significant cost reductions as well in the form of automating many labor-intensive tasks. For example, simple notifications to guests, which might normally be made by front desk staff regarding subjects such as room availabilities, check-out times, or ancillary service reservations may be completed by a chatbot messenger.

Chatbots also have the capability to incorporate machine learning into the completion of their tasks, empowering them to offer hotel guests an extremely high degree of customer personalization. Powerfully relevant marketing messages may be created for each guest going forward as the chatbot learns their preferences, resulting in maximized revenue generation from every stay. Following the hotel stay, chatbots are highly effective for maintaining contact with the guest. To past guests, they can pass along relevant promotional offers based on data gathered from previous stays, feedback surveys, and other brand loyalty incentives.

Some best practices for implementing chatbots into any hotel’s guest services should include ensuring the brand’s website always offers the best rates of any booking platform before hand. The hotel website also needs to be fully optimized for mobile devices, where most travel searches are initiated. The user experience should be highly visual and intuitive, with clear calls to action along the user’s path. Additionally, at all points of the chatbot involvement in the guest experience, customers should also have access to an easy opt-out, with the option of speaking to and/or seeking the assistance of a live human agent at any time.

Chatbots add one more means for hoteliers to provide their guests with an elevated guest experience while driving up direct bookings, resulting in rising revenues for the hotel.

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