Social Customer Service FAQs

Inquiring minds want to know more about the 24/7/365 listening and social customer care services program for the hospitality industry

Parsippany, N.J. — May 29, 2014 — Lodging Interactive, the interactive and social media marketing agency exclusively servicing the hospitality industry, has been receiving many with queries from hoteliers, consultants, and marketing professionals regarding the recent release of its new Social Voices™ by CoMMingle solution. Social Voices is a innovative new service that provides hospitality clients with 24/7 social listening and monitoring, social engagement, social customer care and support, and social risk and crisis management services 365 days a year.

“The number of calls and emails we received since the release this month of Social Voices™ — which essentially is the next generation call center, one that offers 24/7/365 days a year online social customer service — is overwhelming,” said DJ Vallauri, Lodging Interactive Founder and President. “Inquiring minds want to know more, and many of their questions are repetitive. Due to the sheer volume of requests, we are broadly addressing these queries.”

SocialVoices

FREQUENTLY ASKED QUESTIONS & RESPONSES:

Q. What is Social Voices all about?

A. Think of Social Voices as a 24/7 – 365 days a year online call center service for hotels, with the difference being that we don’t handle any calls. Our “listening agents” are online 24/7/365 and monitor people’s conversations about our hotel customers. When a consumer mentions our hotel customer in a Tweet, we know about it and either join in on the conversation or assist them with any issues they might be having.

Q. But can’t hotels already monitor social media conversation already with the use of software like HootSuite and others?

A. Yes they can, but those are simply technology solutions that have to be managed by a person at the hotel. We become that “person at the hotel” but we’re remote and we’re 24/7/365…the Social Voices online customer service is always online and available. Being always online and available is key to providing social customer service.

Q. So Social Voices is like an outsourced call center that monitors social media interactions and then engages with the consumer on behalf of the hotel?

A. Exactly, so let’s say a guest is in-house and goes onto their Twitter account to tweet that they’ve called housekeeping 3 times and asked for fresh towels to be sent to their room, but after 1 hour of waiting — no towels. We’ll that’s not exactly good PR or service presented by the hotel. Our Social Voices service aims to turn this poor customer service issue into a positive customer service experience for the guest.

Q. How exactly would you do this?

A. First, within minutes, we will acknowledge the guest via Twitter that we are aware of their issue and that we’re calling the housekeeping department to find out what the delay is all about. By doing so we create a support ticket in our support system to manage and track the issue towards resolution. Once housekeeping confirms with us that they have delivered the towels to the guest, we confirm such with the guest and then close out the ticket. Closing out the ticket provides reporting analytics as to the level of expediency in the hotel handling the issue. And now for the best part, if we sense the guest is pleased with the way the situation was handled we encourage the guest to share their experience on any of the review sites.

Q. What’s the business model? It must be very expensive…can any size hotel afford this 24/ hour service?

A. We have made substantial investment into our technology and operational infrastructure and into staffing for the right personnel for Social Voices. Hotel clients only have to pay a one-time on-boarding fee and a monthly services fee to benefit from Social Voices. Our monthly services fee is based on the level of social activity a hotel client has. The end result is full 24/7/365 social customer care coverage in an economical financial plan for the hotel client.

Q. Do you have any hotel customers currently using Social Voices?

A. We do. Our Social Voices hotel customers include independent hotels as well as branded hotels. Clients are always assured confidentiality, which is why I can’t name who they are without getting approval to do so beforehand.

“Social Voices is not just about technology, it’s powered by people,” Vallauri said. “We have made substantial investments in staffing the operation with USA-based listening agents, and we’ve licensed leading social media monitoring technology platforms. When our people and technology are combined with our intellectual capital and CoMMingle experience, the result is a premiere service that is cost-prohibitive for any one hotel to attempt to duplicate.”

Social Voices provides guaranteed response service levels and enables hotels to provide “always on” customer service around the clock seven days a week. In addition Social Voices pro-actively seeks engagement opportunities that build guest loyalty.

For more information please visit www.SocialVoices.com

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About Lodging Interactive

Lodging Interactive, headquartered in Parsippany, NJ, is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry for more than a decade. The company provides a portfolio of effective hotel Internet marketing services to hundreds of hotels, resorts, ownership properties, spas and restaurants. Clients include branded hotels from nearly every major brand as well as prestigious, landmark independent hotels.

Through its CoMMingle Social Media Marketing Agency operating division, the company offers hospitality focused and fully managed outsourced hotel social media marketing customized solutions. In addition the company offers Social Voices, the hospitality industry’s first 24/7/365 day a year Social Customer Care service.

Lodging Interactive has been recognized as a leader by the International Academy of Visual Arts, Interactive Media Awards, Web Marketing Association and Travel Weekly’s Magellan Awards. It is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and is a Preferred Vendor for Best Western International. Lodging Interactive is a member of the American Hotel & Lodging Association (AH&LA). For more information please contact us at sales@lodginginteractive.com or at 877-291-4411 ext 701. The company’s website is located at www.LodgingInteractive.com.

Lodging Interactive Offers Community Support

Alicia Pavignano One of the things we pride ourselves on at Lodgining Interactive is not only our success in the digital marketing industry, but also the importance we  place on giving back to the community.  There are so many wonderful organizations that are always in need of a helping hand and Lodging Interactive is  happy to step in and lend it.  What makes the contributions even more special is the consideration given to the employees and their special connection  to organizations or charities that they may be involved with.  So, not only is there a need fulfilled in the community, but the  efforts of the Lodging Interactive team members are also supported.

Over the years, Lodging Interactive has given support to a number of organizations that work to better our communities.  These non-profit organizations and educational institutions focus on important needs and issues in our communities. Some of the groups that have received support include, the Make-A-Wish Foundation, Homeless Solutions, Boys & Girls Clubs of America, and the Alzheimer Foundation of America.

Most recently, for the second year in a row, a generous donation was provided to Beautiful People, a non-profit organization that provides adaptive sports leagues for children with disabilities.  Founded in 2006 and headquartered in Warwick, NY, Beautiful People allows children 5 and older to participate in sports, like baseball, basketball and soccer, who otherwise might not be able to take advantage of these activities due to physical and/or developmental disabilities.  In addition to providing fun sporting activities, children are also able to work on their socialization skills, coordination, agility, mobility and this all plays a role in increasing their self-esteem.  Without the funding from others, Beautiful People would not be able to function and carry out the very important work that they do.  This year Lodging Interactive’s contribution will go toward sponsoring the awards for the baseball players and the volunteers that help on the field.

This organization is near and dear to some of our team members, including myself.  This is just one of the many reasons I am proud to be a part of this company.

 

 

 

24/7 Hotel Social Customer Service Is Launched

Lodging Interactive Launches Social VoicesTM, 24/7/365 Listening And Social Customer Care Services For The Hospitality Industry.

SocialVoicesPARSIPPANY, NJ – May 14, 2014 – Lodging Interactive, a digital and social media engagement agency exclusively servicing the hospitality industry, today announced the launch of Social Voices by CoMMingle. Social Voices is a innovative new service that provides hospitality clients with 24/7 social listening and social customer engagement services 365 days a year.

“The time has come for hospitality companies to elevate the level of customer service they provide to their potential customers and in-house guests who prefer to use social media to converse with them,” said DJ Vallauri, Lodging Interactive’s Founder and President. “Last year when a consumer used Twitter to tweet to a hotel and they received a response, they were pleasantly surprised. This year, a response is expected and if they DON’T receive a response in a timely manner it creates a negative impression of that hotel.”

Social Voices is a natural extension of Lodging Interactive’s CoMMingle social media marketing division and employs dedicated “listening agents” that are based in the USA. “While we could have outsourced our listening center agents to India and other overseas countries, we felt Social Voices required the highest level of support agents that only the USA could provide,” added Mr. Vallauri.

Social Voices provides hospitality companies with a fully managed service that includes:

  • Social Listening & Monitoring
  • Social Engagement
  • Social Customer Care & Support
  • Social Risk & Crisis Management

“Think of Social Voices as the next generation call center, one that offers 24/7/365 days a year online social customer service. These days, Millennials and our Generation Z are increasingly using social platforms as a means for customer service interactions with brands; they’re not going to call an 800 number only to placed on hold for service…that’s history,” stated Rosella Virdo, Director of CoMMingle.

Social Voices was developed to not only provide social customer service to past and future guests, but to also address the needs of in-house guests. “Social Voices enables on-property guest support as well. For example in-house hotel guests can use Twitter to request hotel services or to share a concern or complaint. Our listening agents will engage with the guest and involve property staff as required,” said Mr. Vallauri. “Social Voices works to pre-empt irate guests before they post on reviews sites such as Tripadvisor and Yelp!”

How does Social Voices do it?

Social Voices is not just about technology, it’s powered by people. “We have made substantial investments in staffing the operation with USA based lisenting agents and we’ve licensed leading social media monitoring technology platforms. When our people and technology are combined with our intellectual capital and CoMMingle experience, the result is a premiere service that is cost-prohibitive for any one hotel to duplicate.” added Mr. Vallauri.

Social Voices provides guaranteed response service levels and enables hotels to provide “always on” customer service around the clock seven days a week without having to hire staff. In addition Social Voices pro-actively seeks engagement opportunities that build guest loyalty.

For a limited time and for qualifying hotels, the Company is offering Social Voices for a low introductory fee. For more information and to see if your hotel qualifies please visit www.SocialVoices.com.

About Lodging Interactive

Lodging Interactive, headquartered in Parsippany, NJ, is a full-service digital marketing agency exclusively servicing the hospitality industry for more than a decade. The company provides a portfolio of effective hotel Internet marketing services to hundreds of hotels, resorts, ownership properties, spas and restaurants. Clients include branded hotels from nearly every major brand as well as prestigious, landmark independent hotels.

Through its CoMMingle Social Media Marketing Agency operating division, the company offers hospitality focused and fully managed outsourced hotel social media marketing customized solutions.

Lodging Interactive has been recognized as a leader by the International Academy of Visual Arts, Interactive Media Awards, Web Marketing Association and Travel Weekly’s Magellan Awards. It is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI), a member of AH&LA and is a Preferred Vendor for Best Western International. For more information please contact us at sales@lodginginteractive.com or at 877-291-4411 ext 701. The company’s website is located at www.LodgingInteractive.com.