Lodging Interactive Launches End of Summer Website Sale

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced its End of Summer website sale program. Through the program Lodging Interactive will credit full service customers for the cost of developing their new website, essentially providing customers with a free website.

 

“Hoteliers realize that ongoing budgeting and investment is required in order to keep their websites competitive and with End of Summer website sale program they can be assured they have a budget for future website enhancements and development,” said DJ Vallauri, Lodging Interactive’s Founder and President.  “Every new full-service customer will receive a credit for every dollar spent on their new website which can be used to further enhance and update their website in the future.”

 

To be eligible for the website credit, new hotel customers must enter into a full-service agreement with Lodging Interactive before November 1, 2017.  For example, if a hotel spends $15,000 on a new website, Lodging Interactive will provide a $15,000 credit to be used for future website enhancements or a website redesign.

 

For more information on Lodging Interactive’s End of Summer website sale program please visit LodgingInteractive.com or call 877-291-4411 Ext 701.

 

Contact
DJ Vallauri
President & Founder
Phone: 877-291-4411
Fax: 877-833-7375

Lodging Interactive Launches Stay.Play.Explore Local Content

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the launch of its localized Stay.Play.Explore micro website services for hotels. Stay.Play.Explore provides hotels with fully curated local destination content and lifestyle activity based information for hotel guests.

“Hotel websites rarely provide deep localized content to inform and inspire guests when they’re in the travel planning phase,” said DJ Vallauri, Founder & President of Lodging Interactive. “Our Stay.Play.Explore micro websites provide curated local content tailored around things to do near the hotel and differentiates the property against its competitive set. This kind of localized, human curated content helps to drive direct bookings.”

 

Lodging Interactive Stay Play Explore Live Like a Local Marketing Micro Websites

 

Lodging Interactive marketing landing pages for hotels.

 

 

SIMILAR STORIES

 

Stay.Play.Explore adds value to any property seeking to drive more direct bookings and minimize its dependence on OTA’s. By providing deep, local information that is designed to complement the local destination, hotels are playing a more involved role in the guest’s travel planning process. Lodging Interactive copywriters curate and create unique content to appeal to all travel demographics.

“Stay.Play.Explore for branded properties, is the perfect content addition to brand.com property pages,” added Mr. Vallauri. “Providing potential guests with recommended weekend sightseeing itineraries and helpful local hints communicates to all demographics, business travelers, leisure travelers and family vacationers.”

Facebook integration of the Stay.Play.Explore micro website also extends the value to the hotel’s social media network.

 

Lodging Interactive Facebook marketing for hotels.

“Inspiring travelers throughout the travel journey is critical in closing more direct bookings. Anytime you can enable travelers to ‘Live Like a Local’ in a foreign destination, you win,” stated DJ Vallauri.

For more information on how to add Stay.Play.Explore localized content your hotel’s brand.com website pages, visit Lodging Interactive or call 877-291-4411 ext. 704.

Contact
DJ Vallauri
President & Founder
Phone: 877-291-4411
Fax: 877-833-7375

The Human Live Chat Revolution for Hotels is About to Begin

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, predicts that the way hotels engage with consumers online is about to change and that hoteliers can expects total disruption ahead.  Online consumer engagement disruption is a good thing for hoteliers who want to increase their website direct bookings and minimize their OTA contributions.

 

“The progression towards live chat services for hotels is natural and expected. Consumers have already become accustomed to communicating with their banks, cable companies and cell phone providers via online live chat,” stated DJ Vallauri, Lodging Interactive’s Founder & President.  “Consumers like that live chat offers mobile convenience and the fact that they get to control when to initiate the conversation.  Live chat empowers the consumer to control the time and place of their choosing to get questions answered; no waiting on telephone hold or 24 to 48 hours for an email reply.”

 

 

Automated chat bots are not as impactful as many have predicted they would be within the travel and hospitality industries.  According to the recent report, Are Bots Worth The Bother?, published by EyeforTravel Ltd, a mere 15% of hotel companies are offering booking assistance on Facebook Messenger.  The report also stated that 29% of hotels take between 24 hours and one week to respond on Facebook Messenger. For an industry built on providing hospitality to customers, the response time is disappointing.

 

Mike Slone, Chief Experience Officer at Travelaer stated, “The small percentage of travel bots that are live don’t impact the customer journey in a meaningful way, are gimmicky and don’t fit into an overall digital strategy.  Customer service is the most demanded feature, no commerce.”

 

As live chat technology providers continue to enter the marketplace, the latest being Apple’s Business Chat powered by its iMessage services launching with iOS 11 this fall, hotel operators will need to consider how hotel live chat services will play into their overall digital customer service and website sales strategies.  Hoteliers will need to come to grips that human powered live chat is coming and that the “train has left the station” on this one, there is no going back.

 

“Social media platforms, such as Facebook, WhatsApp (owned by Facebook) and Twitter all provide human live chat service technology platforms.  And with Apple about to launch its iMessage Business Chat, there is no doubt that the consumer’s appetite for immediate, live chat engagement with a human is here to stay,” added Vallauri.

 

So, what are the operational challenges hoteliers will face in this new world of real-time engagement?  For over a year Lodging Interactive has been providing CoMMingle Live Chat service for hotels, and it has experienced the same challenges hoteliers will experience when deciding to launch their own hotel’s live chat service.  Challenges include:

 

  • Selecting the right live chat technology platform that can scale with hotel chat volume and is secure.
  • Live chat coverage 7-days a week requires the hiring of approximately 8-10 agents to cover operational shifts and agent time off/vacations.
  • The cost of hiring, salary and health benefits can be upwards of $42,000 per live chat agent.
  • Initial and ongoing training expenses for every live chat agent.
  • Continual motivation and retaining live chat agents.
  • Scheduling of live chat agents to ensure prompt, real-time engagement with customers. Consumers expect real-time responses within 3 minutes or less.

 

“Clearly, for any hotel managing a live chat operation on property is no small feat. With staff budgets contracting and the escalating costs of health benefits, it becomes challenging to show management how a property based live chat team makes any ROI sense,” said Vallauri. “Lodging Interactive has made the substantial infrastructure investments and we’re committed to providing the hospitality industry’s premier fully managed live chat service.”

 

Lodging Interactive, through its CoMMingle Live Chat Service, offers 7-day a week live chat services coverage.  U.S.A. based live chat agents are all employed by Lodging Interactive and are fully trained to fully understand the unique attributes of the hotel customers they serve.  For more information please visit: www.LiveChatForHotels.com or call us on 877-291-4411 extension 701.

 

About Lodging Interactive

 

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses.  The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

 

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards recognizing Lodging Interactive as an industry leader.

 

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

 

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Lodging Interactive Integrates Live Chat Services Into Facebook

PARSIPPANY, NJ – July 11, 2017  Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the integration of its fully managed CoMMingle Live Chat services into Facebook’s social media platform. As a result hoteliers can now benefit by providing Live Chat services to consumers when they visit their hotel’s Facebook page.

 

“Consumers are increasingly using Live Chat services to engage with hotels in real time and our Facebook integration ensures the hotel always has fully trained Live Chat agents available 7 days a week to respond to potential guests,” stated DJ Vallauri, Lodging Interactive’s Founder and President. “Our fully managed CoMMingle Live Chat service is a game changer for hotels who truly are looking to step up their customer service.”

In today’s fast paced mobile environment, hotels can effectively differentiate themselves against their competitive sets by providing online Live Chat customer service. Engaging with potential guests in real-time while on the hotel website provides opportunities to surprise and delight resulting in more wedding, group and event leads and creates guest loyalty to a hotel.  Research continues to show that 65% of consumers would return to a website that had Live Chat services over one that didn’t.

 

“Customer service is the NEW MARKETING and hoteliers who understand how low current customer expectations bar is,  can deploy our CoMMingle Live Chat service to win new customers,” added DJ Vallauri. “Our fully managed Live Chat service offers US based, fully trained Live Chat agents and provides coverage 7 days a week. And now with our Facebook integration we’re increasing opportunities for hotels to always be available where and when their guests are.”

 

For more information about the fully managed CoMMingle Live Chat services for hotels visit: www.LiveChatForHotel.com or call 877-291-4411 extension 701.

 

About Lodging Interactive

 

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses.  The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

 

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

 

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

 

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Lodging Interactive Offers Free Live Chat Service with Every New Website

 

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced its Independence Day promotion for Independent Hotels. Now through September every hotel that signs an agreement for a new website will automatically be provided with its fully managed CoMMingle Live Chat service at no additional cost.

“Website live chat is quickly becoming something consumers expect to see on all hotel websites, and the smarter hoteliers understand the tremendous competitive advantages live chat provides,” stated DJ Vallauri, Lodging Interactive’s Founder and CEO. “As the hotel industry’s largest provider of fully managed live chat services, for a limited time we’re bundling our CoMMingle Live Chat service with all new website projects.”

SIMILAR STORIES

Research continues to support that human-based live chat services (not chat bots) increases customer satisfaction levels and creates brand loyalists who then convert into paying customers. Consumers find live chat to be more efficient than calling a hotel and certainly faster than sending email to the hotel. And with today’s smartphones, live chat is simple to use and provides hotels with the power of providing exceptional customer service.

“We’ve invested heavily into developing a fully networked, fully managed, hospitality focused live chat operation in the U.S.” added Mr. Vallauri. “Our CoMMingle Live Chat agents are highly trained on the property specifics and are the best in the industry. We’re truly moving our clients above their competitors as it relates to online customer service.”

CoMMingle Live Chat Advantages

  • Fully managed – no need for hotel to hire staff.
  • CoMMingle Live Chat hours 9am-8pm EST, 7 days a week.
  • Humanizes hotel brand while customers are on hotel website.
  • Acts as a human powered FAQs page.
  • Increases brand loyalty & engagement.
  • Live chat agents can share PDFs during live chats (floor plans, menus, etc.)

For more information on how your hotel can receive CoMMingle Live Chat services at no cost, please visit Lodging Interactive’s Independence Day promotion for Independent Hotels visit: https://lodginginteractive.com/independence

Lodging Interactive CEO to Speak About Hotel Reputation Management on HSMAI NYC Luncheon Panel

hsmai

PARSIPPANY, NJ – May 8, 2017 Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced that DJ Vallauri, the Company’s Founder & CEO, will be a guest panel member at the HSMAI NYC Chapter luncheon on Monday, May 22, 2017 at the 3 West Club in New York City.  The panel discussion, titled Online Reputation Management – Perception vs. Reality, will discuss and share insights hoteliers can use when managing their online reputation.

“I’m honored to be part this month’s HSMAI NYC luncheon panel to discuss the importance of correctly managing hotel online reputations,” said DJ Vallauri, Lodging Interactive’s Founder & CEO. “For more than 15 years our firm’s CoMMingle division has established itself as the largest provider of reputation management services to the hospitality industry, handling over 200,000 hotel reviews for clients.”

Industry expert and speaker, Tim Peter, will moderate the luncheon panel and additional panel members will include Adele Gutman, Vice President of Sales, Marketing and Revenue for the Library Hotel Collection and Mark McCullough, Senior Key Accounts Manager for TripAdvisor.

For more information and to register for the luncheon, please visit: http://www.hsmainyc.org/.

Lodging Interactive Launches Social Influencer Marketing Services for Hotels

PARSIPPANY, NJ – April 18, 2017 Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the launch of its social influencer marketing program called, “Social Voices Influencer Marketing Services” for the hospitality industry. Social Voices provides hotels with the ability to leverage the social influence of others to drive brand awareness and new revenue opportunities for their properties.

 

Social Voices Influencer Marketing

 

“Social influencer marketing is an emerging branding strategy for the hospitality industry and one that enhances a hotel’s current social media marketing and engagement initiatives,” said DJ Vallauri, Lodging Interactive’s Founder and CEO. “Social Voices is a fully managed influencer marketing program providing hotels with complete campaign management from start to finish.”

 

Social Voices Influencer Marketing works with hotels to develop effective social influencer marketing campaigns centered around Instagram, Snapchat, Facebook, YouTube, Twitter and blogging. The company utilizes industry leading platform technologies to determine the best social influencer candidates for campaigns and manages the entire influencer bidding and contracting process for its hotel customers. Throughout the process hotels receive ongoing analytical KPI reports and engagement metrics to validate the effectiveness of the social influencer campaigns.

 

“Research shows that 92% of people say they trust word-of-mouth recommendations over ads. And user generated content (UGC) when part of an overall strategic social media marketing campaign, can drive tremendous branding reach and positive Earned Media Value (EMV),” stated Vallauri. “Until now, the challenge has been providing an affordable social influencer marketing program for individual properties. Our Social Voices Influencer Marketing service addresses this past challenge.”

 

Marriott Rewards Is Giving 4 Influencers Spectacles to Make Buzzy Snapchat Stories

 

 

As reported in Adweek, Marriott Hotels is working with social media influencers to create organic content by leveraging each influencers’ Snapchat channel to create 10-second vertical clips using Snap’s (parent company of Snapchat) video-enabled Spectacles glasses to capture the influencers’ Marriott travel adventures. Also, Marriott has hired four social influencers—Jen Levinson, Tom Jauncey, Sara Hopkins and Diipa Khosla—to take over the brand’s Snapchat account roughly once a month. social influencer marketing

 

“Authenticity is a trait that customers value, especially millennials, and with influencer marketing that is not compromised. It is difficult to achieve that credibility with traditional advertising especially when a campaign is eventually over. Influencer marketing is like a gift that keeps giving because the influencer posts stay active, the brand stays engaged and the results can translate to higher EMV as those engaged become customers,” stated Rosella Virdo, Managing Director, CoMMingle.

 

Social Voices Influencer Marketing services are powered by Lodging Interactive’s CoMMingle Social Media Engagement operational division. Since launching in 2009 CoMMingle has grown to become the largest social media and reputation management firm exclusively serving the hospitality industry, handling over 200,000 guest review responses for hundreds of hotels and resorts.

 

To learn more about Lodging Interactive’s Social Voices Influencer Marketing visit SocialVoices.com.

 

About Lodging Interactive:

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

 

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

 

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

 

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Lodging Interactive Launches Educational White Paper Series

PARSIPPANY, NJ – April 4, 2017 Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the launch of its educational white paper series. The series can be found here: https://lodginginteractive.com/about-us/white-papers/

 

“Our concept is simply to educate and share relevant hospitality digital marketing information that enables hotel General Managers to make the best informed decisions for their properties,” said Mr. DJ Vallauri, Lodging Interactive’s Founder and CEO. “Each white paper is a brief five pages that can be read online or downloaded as a PDF document. We’ve purposely kept them as short as possible while being meaningful.”

 

The Company plans to add new white papers bi-weekly. Current Lodging Interactive white papers posted include:

  • The Future of Hotel Customer Service
  • Hotel Social Media Marketing Tips
  • Improving Hotel Guest Experience with Live Chat
  • Tips for a Successful Hotel Website Redesign

All white papers are free to read and download and do not require email registration. “No email required, although we’d like it very much if you subscribe to our email list,” added Mr. Vallauri.

 

The white papers can be found here: https://lodginginteractive.com/about-us/white-papers/

About Lodging Interactive:

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

 

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

 

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

Hotel Executive CEO Interview: Dj Vallauri

Human Powered Websites are the Future

CEO INTERVIEW: DJ VALLAURI, LODGING INTERACTIVE FOUNDER & CEO

There is no doubt that, as consumers, we are always looking for solutions that save us time. Time is the one factor in our daily lives of which we never seem to have enough of. Large consumer brands such as Amazon, Best Buy, Comcast, and many others understand this important human factor and take advantage of opportunities to return “time” back to consumers. But how are they doing this and why haven’t hotel brands followed suit?

Recently Benedict Cummins from HotelExecutive connected with DJ Vallauri, Lodging Interactive’s Founder and President, to discuss his vision on human powered websites and why he believes they are the future for the hospitality industry.

Benedict: DJ, your agency has been in the digital marketing space for over 15 years now, offering hotels the tools and services to drive direct bookings via their websites. As it relates to hotel websites, how have things changed in the past few years and where are things headed?

DJ: Hotel websites have come a very long way in the past 15 years. Hotel websites are no longer considered “brochureware” but rather are active sales tools operating on a 24/7/365 day a year basis. Most recently new technology developments have occurred in the area of making desktop websites more manageable and effective on mobile devices. One specific example of this is the responsive adaptive technology. The majority of hoteliers have come to understand the importance in providing consumers with an exceptional online browsing experience via their mobile devices. As a result, the majority of hotel websites today are properly rendering on mobile devices. The hospitality industry has never been known to be on the cutting edge of technology But when Google introduced search engine ranking penalties for non-mobile friendly websites, I believe this pushed the hospitality industry to make the proper investments in responsive website technologies.

Benedict: Yes, mobile technologies have certainly affected the entire Internet and not just the hospitality industry. But is it all about technology or is there more? How do you see the hotel website evolving in the next few years?

DJ: That’s a great question, but let’s step back for a moment. The hospitality industry is all about being hospitable towards people. We’re about the human-to-human connections we have with our guests. We’re about providing experiences our guests will remember for a lifetime and will hopefully share with their network of friends and families either in person or via social media channels. The experienced hotel operator clearly understands this concept of “humanizing” their property. Operating a property with this mindset clearly provides a competitive advantage for those General Managers that “get it.” You see, it’s no longer about the technology. The technology is purely the price of entry today. The hotels that will win over the next 24 months will be those that introduce the human elements of real-time engagement via the technology. In other words, leveraging the technologies available to better engage and build relationships with their guests via human connections. Hotel websites have traditionally been a one-way conversation that hotels have with their potential guests. A website visitor simply clicks around the website to search for the information they need. Sometimes they’re successful but most times they’re not. The website of today and the next 24 months, flips this model upside down and enables two-way conversations between the hotel and their potential guests, in real-time while they’re online.

Benedict: That’s interesting. Can you please elaborate on this?

DJ: The hotel industry has always been slow to adapt new technologies, but what I’m going to discuss is not new technology. In fact it’s been around for over 15 years. I’m specifically referring to live chat technologies. As consumers we’ve been using live chat for many years. When we visit websites like Amazon, Comcast, American Express or nearly any major online retailer, we find online live chat to be very efficient when we’re in need of a little more information than most websites can provide prior to making a purchase. Live chat has always felt comfortable to consumers because it’s certainly easy to use but, most importantly, it allows us to control the conversation and interaction on our own time. As I mentioned earlier, time is one asset that we have very little of these days. Why would someone go through endless telephone IVR prompts only to be put into a holding queue?  Now when you consider how consumers use their mobile devices… today’s consumers are “attached” to their mobile devices nearly 24/7 and certainly their mobile devices are always nearby and within easy reach. And those mobile devices are always connected via broadband to the Internet. It’s only been recently that live chat applications have been made totally mobile allowing consumers to “ask questions” anytime and on-the-go. Such power in our pockets… it’s very exciting.

Benedict: So are you saying that live chat is going to flip the hotel-consumer engagement model?

DJ: Yes exactly. When we researched the market viability for a fully managed live chat service we found that, of 2500 hotels in North America, less than half of 1% had a live chat widget on their website. This equates to only 12 of 2500 hotels that had live chat enabled on their website. This got us very excited as it confirmed the market opportunity for us. It would be our challenge to come up with a cost effective business model and service to address the market need. This is why we developed our fully managed CoMMingle Live Chat service for the hospitality industry. Our model is to license the best live chat platform available on the market and to hire US based live chat agents and put them on our payroll. We certainly looked at outsourcing our live chat agent services to existing companies in the Philippines but felt the quality of service we could provide through them would not be acceptable. So we now have our own live chat agents, on our payroll and part of our company. This decision has proven to be the right decision for us and our hotel clients.

Benedict: So your live chat service is completely managed for the hotel? How do your agents know enough about the hotel?

DJ: Yes our CoMMingle Live Chat service is fully managed and we handle all the live chat sessions for each property. During the onboarding process, our agents are trained on the property information as well as the specific voice and tone the property is seeking in their customer live chat engagements. Additionally, we have other training programs to ensure our agents are as knowledgeable as they would be sitting at the property. Also because our live agents are 100% dedicated to the operation, we have instilled our own core customer service values and salesmanship. The entire process is very efficient.

Benedict: What about all the talk of artificial intelligence and robotic chat bots. Do automated chat bots offer an even more efficient live chat model for hotels?

DJ: Well one thing that became entirely clear to us when we launched our live chat service for hotels was that you cannot automate, nor should you, a conversation between a potential guest and a hotel. We have seen live chat engagements turn from a simple question about the destination to actually making an online reservation and assisting the future guest with spa reservations as an add-on sales opportunity. Our agents are not only working to provide the highest level of customer service while someone is browsing the hotel website, but they also act as what we call “assisted sales agents”. Meaning, our live chat agents can assist in closing business. They share sales materials such as floor plans, catering menus and wedding package information with potential customers via the live chat session. Our agents truly act as a sales support team when someone is in the buying mode. Chat bots can be effective when consumers are looking to book point-to-point air travel, a simple conversational string that can present airfares and flight options. But trying to automate hotel live chat sessions is like trying to automate a telephone conversation; it simply cannot be done. There are too may variables involved just as there are with telephone conversations. Why don’t you try the Expedia Messenger chat bot for yourself and you’ll see what I mean. Their chat bot experience is not so great, and I’m being polite. Besides this issue, try telling a hotel General Manager that a chat bot will be engaging with their potential customers. Trust me, you won’t get far with that conversation.

Benedict: But can hotels just add their own widget for live chat to their website? Why do they need to outsource this?

DJ: They could and many hotels have tried exactly this in the past. But the issue within our industry is having the qualified staff available to handle the live chat engagement and staffing has always been a challenge for properties. We heard from General Managers who have tried to handle live chat on their own and they’ve all echoed the same staffing issue. You see live chat volume will vary from day to day and week to week. This makes it practically impossible to staff at the property level with one or two dedicated people.

Benedict: So clearly you’re very bullish on live chat for the hospitality industry.

DJ: You can mark my words, live chat will become as ubiquitous as the online hotel booking engine has become today. This will happen very quickly, within the next 24 months or sooner. Live chat is what all consumers want and, with zero learning curve, it is even more certain that live chat will become the norm very quickly.

DJ Vallauri, Founder & President of Lodging Interactive, has been proactive and successful in all his social media initiatives over the last five years through CoMMingle. DJ saw the void of participation on social media from individual hotel properties and in 2010 CoMMingle was born.Through his insightful projections, CoMMingle has become a successful division of Lodging Interactive solely dedicated to social media marketing, social customer service and reputation management for the Hospitality Industry. Every industry’s social media needs are different and DJ understands the needs and challenges faced by hotels. Mr. Vallauri can be contacted at 877-291-4411 ext 704 | Lodging or dj@lodginginteractive.com

The Hotel Business Review is a weekly journal of best practices in hotel management and operations and is available at www.hotelexecutive.com. HotelExecutive.com retains the copyright to the articles published in the Hotel Business Review.

Lodging Interactive Offers Hotels All-Inclusive Digital Marketing Packages

PARSIPPANY, NJ – March 6, 2017 Lodging Interactive, an award winning digital marketing and social media engagement and reputation management agency exclusively serving the hospitality industry, today announced it is offering all-inclusive digital marketing packages for hotels and resorts.  Since 2001, Lodging Interactive has been exclusively serving the hospitality industry and helping hotel clients maximize their direct online booking opportunities.

 Hotel All Inclusive Digital Marketing Packages

“With the introduction of our all-inclusive digital marketing packages, our innovative approach in hospitality digital marketing continues to evolve,” said Mr. DJ Vallauri, Lodging Interactive’s Founder and President.  “For more than fifteen years we have created award winning services for our hospitality clients with our CoMMingle Social Media Marketing Service and most recently our CoMMingle Live Chat Service for hotels leading the pack.  Now, we are the only digital marketing agency that brings all the required pieces together into an all-inclusive digital marketing service platform for hotels.”

 Lodging Interactive’s all-inclusive digital marketing packages include:

  • Modern website designs to maximize direct booking opportunities
  • Professional in-house website copywriting services
  • Complete website management services
  • Dynamic website content delivery and personalized segment targeting
  • Hotel Search Engine Marketing (SEO & PPC)
  • Annual Digital Marketing Plan creation
  • Social media marketing & engagement services
  • Reputation management services for guest review sites and OTAs.
  • Live Chat fully managed services, 7 days a week
  • Dedicated, first-rate customer service and ROI KPI reporting

Hospitality Digital Marketing

“Effective hospitality digital marketing is no longer just about having a new responsive website and launching organic Hotel Search Engine Optimization (SEO) and Pay-Per-Click (PPC) advertising and a Facebook page,” added Mr. Vallauri.  “Today, the smart hotelier understands it takes more of a commitment than this to drive direct hotel bookings.”

A recent 2017 Travel Website Behavior Study showed that consumers, between the ages of 18-34, visit an average of 4.6 unique websites prior to making a hotel reservation.  This is down from just a year ago.  As a result it has become extremely important for hotels to impress their hotel visitors with personalized and targeting content and live chat support to answer any questions they may have in the booking process.

Hotel Digital Marketing Packages

Lodging Interactive’s all-inclusive digital marketing packages offer hotels the complete solution for a fixed monthly fee. The hotel digital marketing packages are designed to attract qualified visitors, show them personalized and relevant website content, provide real-time human powered live chat support to close the business, ongoing social media engagement and follow-up online reputation management and guest review responses.

For more information and to receive a price quote please visit Hotel All-Inclusive Digital Marketing Programs or call 877-291-4411ext 701.

About Lodging Interactive:

Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.

Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly’s Magellan Awards have recognized Lodging Interactive as an industry leader.

Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company’s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI’s New York Chapter. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

 

 

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