Hello Everybody and welcome to the #AskDJV show. This is episode 57 of the #AskDJV show. Thank you so much for joining us this week. On this week’s episode, I’d like to talk about live chat and live chat widgets on hotel websites
I’ve got 5 reasons, 5 top reasons why your hotel needs to have a live chat widget and service for your website customers.
5 Top Reasons Why Your Hotel Needs a Live Chat Widget on Your Website
Reason#1 – It Humanizes Your Brand
It enables you to make your brand human and to engage with another human being. Someone wants an answer now, why not provide that to them? That will facilitate the booking. It will create a loyal guest that says, “You know what?” “This hotel really cares about the engagement and connection with me, I’m going to give them a shot.” “I may make a reservation.”
Reason#2 – You’re Providing Time Back to your Consumer
Specifically, you’re enabling your consumer to engage and interact with you on their time, not your time. When you give back someone their time they will become very loyal to you, that’s for sure, 100%.
Reason#3 – You’re Going to Provide Answers in Real Time to what has traditionally been known as Frequently Asked Questions (FAQs)
Now, you and I both know that many hotel websites, in fact your hotel website, may not have an FAQ page on it, shame on you, you should have that as a bare minimum. But this takes it up a notch. You’re providing real time FAQ service when the consumer wants it.
Reason#4 – You’re Going to Drive more RFP submissions through your website
Here’s an example:
A wedding couple about to get married a year from now is surfing through your website. Well, without FAQ’s their kinda left on their own, but if they have a wedding planning question, it’s easy for you to engage with them via live chat to enable that conversation, to push them to filling out an RFP form vs. leaving them on their own and having them go to potentially a competitor because you’re not there servicing them in a real-time human engagement and assisted sales support channel.
Reason#5 – and this is a BIG ONE Guys – You’re Avoiding Potential Crisis Situations
We have seen examples of people going to their hotel room, trying to figure out who they need to speak with, they’re very upset, they go on your website, well, we’re able to capture them in our live chat service and speak to them and calm them down and escalate that conversation to the General Manager because that crisis situation can blow up into a real nasty fight with your hotel and that consumer and it can be aired on TripAdvisor and other OTA websites. So crisis escalation is something that you will capture through a live chat service as well.
Those are the 5 reasons why your hotel website needs to have a live chat service. Now, if you can’t do it for yourself, we have a live chat for hotels.com website, you can check that out, livechatforhotels.com and you’ll be able to get information on what we can do to support you with our own live chat agents, 7 days a week, full coverage.
Thanks again for joining us on this week’s episode on the #AskDJV show. Be sure to subscribe to our YouTube channel so you can be informed when new episodes come out. Thanks again and we’ll see you next time.