Snapchat and Instagram Leading in Chat Usage over Facebook Messenger?

Generation Z as the Next Influencers

According to e Marketer, Facebook Messenger currently dominates the U.S chat app market with 125.4 million users. But the research company recently predicted that Snapchat and Instagram will become the preferred messenger service over Messenger among 18 to 24-year-olds. They also said WhatsApp is up 9.5 percent from 2016 and will have 20.5 million U.S. users by the end of this year.

 

In light of this forecast, eMarketer lowered Messenger growth projections by 9.4 million users through 2021. But don’t count out Facebook Messenger from the running. The adoption of Messenger by older internet users has been slowly increasing and, according to eMarketer, U.S. monthly users will grow 2.4% this year to 172.9 million people in the U.S. And then let’s not forget that Facebook owns Instagram as well as WhatsApp.

 

Mobile users on messaging apps.

 

 

There will be 2 billion people globally that are expected to use messaging apps by 2018 and will be growing to nearly 2.5 billion by 2021. The number of mobile internet users who have used news, weather, sports or map apps at least once per month will be steadily increasing through 2021.  An average of 20.7 apps per month will be used by Americans this year but as more users choose to combine services into a single or fewer apps, eMarketer expects this number to decline. For example, as large percentages of U.S. users seek out their news through Facebook, news apps usage would see a decline.

 

Lodging Interactive Smartphone Penetration

 

The new predictions also include a look at ad spend which show in-app mobile ad spending will account for 80.6 percent of U.S. mobile spending by 2018. Mobile web spending  is growing but its total mobile share is decreasing and ads that only run on mobile apps will rise 29 percent this year to $7.57 billion.

 

Messaging apps, like social media channels, change as people’s needs change and every generation has different needs and expectations. Baby boomers, Generation Xers and Millennials might currently have the most disposable income but, as Generation Z currently makes up 25% of the U.S. population and accounts for $44 billion of the U.S. economy, they will be the next group of influencers on purchases and – hotel bookings.

 

As Generation Z matures, they will be the ones using messaging apps to connect with hotels, watch content and browse offers. So when considering your advertising or marketing spend, it would be wise to familiarize yourself with the expectations of this future hotel guest. Then you will know what to consider in your content marketing strategy and what messaging app is best to invest your budgeting dollars.

What is the ROI of Human Powered Website Live Chat?

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today offered some insightful looks into the return on investment of live chat for hotels.

 

“I am often asked by hoteliers what is the return on investment, or ROI, when implementing a live chat service on their website,” stated DJ Vallauri, Lodging Interactive’s Founder and President. “Like any new product or service that is leading the way to something new and better for an industry, there is always a hesitation at first, as business operators attempt to justify the return on investment of this shiny, new thing.”

 

It has often been said that Customer Service is the new marketing for businesses. And for those businesses that can return valuable time to their consumers, studies have shown loyalty and engagement increase between the consumer and the brand for those businesses. This is supported by the fact that, as consumers, we lead increasingly busy and hectic lifestyles. “So time has become the new currency for the way we live,” added Mr. Vallauri.

 

Hotel operators should be extremely excited with the widely accepted technology and service opportunity known as website live chat. The excitement should stem from the fact that millions of people around the world are very comfortable with the technology and are already utilizing live chat services in other industries such as banking and insurance.  It is very rare to find a technology that has been widely used by millions of consumers around the world and see that same technology having such a profound impact on the return and profitability of a hotel website.

 

Live Chat Saves Consumers Time and Builds Trust.

 

Hotel websites have predominately always been a self-service model for consumers. Meaning when a consumer visits a hotel website, they are left on their own to navigate through what may be a complex structure of interlinked web pages in order to find what they are ultimately searching.

 

For many years website analytics professionals have always looked at the time spent on the website. This KPI or metric measurement has been utilized for the last 15 years as an indication of success when someone remains on your website for an extended period of time. After all, the longer they stay on the website, the assumption is made that they are browsing through all the website content pages finding and enjoying the content.

 

When in fact many consumers are spending more time than they need to spend on a hotel website because they simply cannot find what they need, quickly and efficiently. This can be evidenced by a couple attempting to research for an upcoming wedding they are planning. During the planning stages they will visit a hotel website to check out the wedding facilities and photo gallery as well as dig through the website to seek out any wedding packages or, better yet, catering menus and pricing. “Many times these activities are not as seamless as they should be, and they take time. And time brings me back to my initial comments of saving time for consumers,” said Mr. Vallauri.

 

Live Chat Provides Live Sales Assistance. 

 

According to recent data provided by Forrester, 53% of online buyers are likely to abandon a website if they can’t find answers to their questions quickly. And 44% of consumers stated that having questions answered by a live person is one of the most important features a website can offer.

 

Live Chat Increases Event RFPs. 

 

Now consider a hotel website that has a live chat service enabled. The couple arrives at the hotel website and immediately is greeted with a welcome and an opportunity from a real person providing assistance. A conversation ensues. The couple is guided to the exact pages they are looking for, and is even provided with catering menus, wedding packages and pricing by document sharing in real time. Even an entire wedding sales and marketing media kit or PDF document can be shared with the consumer by the live chat agent in real time. This provides instant gratification and savings of time. The conversation continues. The live chat agent offers the couple an opportunity to have someone from the hotel’s catering department contact them immediately or the next day to follow up and answer any questions or check wedding venue availability.

 

It’s all about instant gratification and saving time for the consumer. Isn’t this what we all want from companies we do business with?

 

Increase Direct Booking Opportunities. 

 

Now consider the consumer who is planning to make a direct booking on your website but is confused about the particular view or location of a room. They want to know the difference between an oceanfront room and a partial view oceanfront room.  As they pass through the booking engine, the hotel’s live chat service agent is always available to answer and clarify information for the consumer. Again doing so in real time and with the potential of moving the consumer towards placing the booking rather than leaving the website in total frustration is another opportunity to increase ROI.

 

And when you think about the real-time marketing opportunities that a live chat service can provide to your hotel website visitors, it really gets exciting.  Live chat agents are always in a position to promote specials, discounted rates or an upgrade, as they engage with the consumer in real time. This can be simply handled by providing the consumer with a specialized booking link or SRP code within the live chat engagement session with the consumer.

 

Customer Service is the NEW Marketing.

 

Clearly the way businesses and hotels can differentiate themselves from their competitive sets, is to implement a live chat service on their website. We believe live chat service for hotels will become as ubiquitous as online booking engines have become. When you have a technology that is widely adopted around the world by millions of people, saves time and provides human engagement between consumers and brands, you win the hearts and wallets of consumers, helping to increase your ROI.

 

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 understand the unique attributes of the hotel customers they serve. For more information please visit: www.LiveChatForHotels.com or call us at 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 Agency Council contributor. For more information, please contact sales@lodginginteractive.com, 877-291-4411 or visit the company’s website.

Is Your Hotel ‘Customer Service Ready’ for the Holiday Season?

Lodging Interactive Holiday Season

No matter the time of year, good customer service is vital to a hotel’s survival. And as people start preparing for holiday vacations, there is a ramped up effort to be on one’s best behavior and providing great service is more critical than usual.

During the holiday season, everyone is anxious to make just the right arrangements and in time for celebrations, vacations – emotions get charged, hotels face short staffing or low supply issues, guest inquiries and complaints increase in volume, employees get distracted by their own events or travel plans.  All these distractions present challenges to providing quality customer service.

5 Holiday Season Hotel Tips

Stay on the Nice List

With the pending holiday season approaching, how can your hotel make a difference?  The best advantage you have is to make sure your hotel maintains that high level of customer service – concentrate efforts to keep guests happy and satisfied.

Focus on guests

Whether Millennial, GenXer or Baby Boomer, each generation brings their own spending power but when it comes to customer service, each generation shares a common ground – they each have a desire to feel special, unique – the added personal touch that tips them over the edge in favor of a stay at your hotel.

Though there is no doubt that generational differences present challenges, the gap closes significantly when you offer ‘personal’ customer service.

Support your staff

Hotel staff is the hotel’s most important ambassador. They are on the front line and the face of your hotel. During the holiday season they work longer hours and deal with irate customers. It’s only normal to see them more stressed and overworked.  So make sure you show your gratitude. Your staff’s appreciation will increase their job satisfaction and this will be reflected onto your guests.

Empower your guests

The desire for immediate answers and engagement has led to the live chat revolution. Hotel guests or potential guests don’t want to struggle around your website and waste time trying to find information.  Adding a great FAQ knowledge base makes for an efficient, fast and enjoyable customer experience. The integration of a live chat service on your website will make your guest’s life easier, save them valuable time and be at their disposal when they choose. It will also help alleviate staff stress and workload.

Monitor social media channels

You can expect more inquiries on social media during the holiday season so maintaining your presence by monitoring and responding is a must. Guests have a certain expectation and social customer care will help address guest needs quickly. Remember to keep a friendly voice that adds a personal feel to the conversation. This will go a long way to helping you build trust and trust is key to creating loyal guests.

The desire to take care of people we love is at the heart of any holiday season. It is also at the core of what makes a hotel’s heart beat – taking care of guests’ needs and concerns. Offering a consistent customer service experience is what builds guest confidence and trust. Provide the best possible level of service and you won’t get caught on the naughty list.

The Changing Face of Customer Service for Hotels

Customer service has come a long way in the last hundred years but the most dramatic changes have happened – and quickly – in the last thirty. We have gone from brick and mortar shopping to online shopping – from using travel agencies for vacation bookings to searching social networks and using messaging apps.

hotel customer service

From the early 90s into the 21st century, the Internet and social media platforms changed the way we find and share information. Where we once looked directly to advertisers, fellow workers, business customer service staff, family or friends for information and ideas during our travel journey, we now look to online reviews, social networks and hotel websites.

 

We also seek out the opinion of peers online to help us sift through all the available offers, products and services we want or need to find that perfect hotel stay, vacation spot or foodie experience. Then just to mix things up a bit, different generations have different expectations.

 

Through all these recent social and technological innovations as well as different generational expectations of what great customer service entails, there are common needs that bind it altogether and exemplify the changing face of customer service for hotels:

Omnichannel Integrations

 Customer service and the customer experience expectations of today’s travelers have changed forever.  Whether it’s the tech savvy millennial or older generations, guests expect hotels to respond on their preferred channel.  So a seamless integration of services like social media, email and chat into one eCommerce platform will be in sights for the future. For the hotel, it means customer service agents get notifications from all channels coming into one place and a unified voice across all channels for messages that go out.

Self-service 

Making the customer experience easy and enjoyable is what it’s all about. Hotel guests or potential guests don’t want to struggle around your website and waste time trying to find the information they need.  Things like integration of a live chat service to your website, building a user-friendly website with great functionality or adding a great FAQ knowledge base make for an efficient, fast and enjoyable guest experience. Also, with mobile usage on a continuous rise, a responsive website is a must. For the hotel, it means you are making your guest’s life easier and saving them valuable time – two things that will go a long way in gaining and keeping their loyalty.

Guest empowerment and emotions

The human need for emotional bonding is a huge factor in providing great customer service and a strong motivator that drives bookings. Making your guests feel uniquely valued, special and important is a means to gaining their loyalty. You can’t currently make a chatbot empathize with your guest needs. For the hotel, it means keeping in mind that it is the genuine authentic relationship that sustains growth.

With so much digital competition, the new face of customer service for hotels is all about the guest experience. The genuine, feel good moments are not just a chance to complete a sale but an opportunity to strengthen your hotel’s connection to guests and potential guests. It’s what draws them into your hotel and keeps them coming back expanding your follower base and generating revenue.

The Rise of Messaging Apps for Hotels

Messaging apps are changing the way people communicate and, as messaging companies like Facebook Messenger, WhatsApp and WeChat build out their services, there are greater opportunities to reach out to guests by connecting hotels with users.

messaging apps

Gartner recently conducted a mobile apps survey showing that the number of people using messaging apps is steadily growing. Some interesting finds from their survey include:

 

  • People are looking for an app that has many services without the user having to leave the app. The main reason is that people are searching for a more engaging experience.
  • Businesses and app providers need to enhance their services by developing more engaging strategies for messaging and personal assistant apps.
  • For personal assistant apps, marketers should be looking at what’s needed to create a more friendly search strategy.
  • Social media apps are still the most popular but usage fell behind messaging apps. Messaging, personal assistant and shopping app usage was on the rise because of features like user-generated videos, customer service chats and m-commerce capability.

 

Messaging apps, like social media channels, change as features change and these changes happen quickly. Messaging apps are no longer just on a peer-to-peer level. People are now also using messaging apps to connect with hotels, watch content and browse offers so their adoption into businesses is rapidly growing.

 

Facebook Messenger boasts 1.2 billion monthly active users and its integration with Uber and Lyft shows their plans to move toward broader partnerships. Then there’s WhatsApp with plans to introduce a new commercial messaging platform specifically for businesses. Caesars Entertainment Corporation became the first to use messaging apps in the hospitality industry when they recently debuted WeChat Pay at selected locations and plans to have it roll out to all outlets in Caesars Palace and resorts in 2018.

 

Social media and messaging apps have become an ingrained part of daily hotel business. They have features that are valued by guests and potential guests who are on-the-go for both internal or external communications. With increased messenger app usage, hotels need to consider changing their content marketing strategy to reach out and connect with their guests and potential guests.

 

The projected growth of messaging apps is expected to be 2 billion people using messaging apps by 2018.  Hotels are always looking to see how to reach out to guests in all phases of their travel journey, creating memorable guest experiences and turning satisfied guests into loyal customers. As these messaging apps are expanding their functionality to connect brands with users, it is well worth exploring how they could be incorporated into your hotel marketing plans.

Learn more about Lodging Interactive’s live chat service for hotels.

 

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

#AskDJV Episode 57 – Live Chat and Live Chat Widgets on Hotel Websites

#AskDJV Episode 57 Live Chat WidgetsHello 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.

Top 5 Reasons Live Chat is a Must for Hotel Websites

PARSIPPANY, NJ – May 22, 2017 Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry recently launched CoMMingle Live, its fully managed Live Chat service for the hospitality industry.  Over the past 6 months, the company has gained valuable insights on how consumers interact with hotel Live Chat agents and now shares the Top 5 reasons Live Chat is a must for hotel websites.

“Our CoMMingle Live Chat service provides an assisted sales function for hotel websites, where there currently is none,” stated DJ Vallauri, Founder & CEO of Lodging Interactive.  “As consumers, we’ve become accustomed to interacting via Live Chat services with many brands and it’s time the hospitality industry provides conversation commerce support as well, especially as hotels look to increase their share of direct website business.”

Most consumers today are very comfortable using Live Chat to engage with brands and find it extremely convenient to be able to do so at a time and place of their own choosing.  Yet, the hospitality industry has been slow to adopt this technology as a method for real-time customer engagement.  Technology and staffing issues around the clock 7 days a week undoubtedly are reasons for the slow adoption.

Last summer Lodging Interactive launched a fully managed Live Chat service exclusively for the hospitality industry to help hotels improve their guest and potential guest engagements.  Through our Live Chat service, hotels benefit from real-time customer engagement without the headache and expense of managing Live Chat internally.

Top 5 reasons Live Chat is a Must for Hotel Websites

Here are the top 5 reasons why today’s hotels must have a human Live Chat service on their websites:

 

Live Chat Reason Number 1: Time is Money.

Time is something we, as consumers, have very little of these days. Any business that can provide additional time to its customers is going to win in the loyalty game. And loyalty is what creates business opportunities. For hotels, this means booked rooms.

When potential guests are visiting your website, and have questions about your property or destination, they traditionally must either call or send an email and then wait for a reply. We have all had this experience as consumers but it is not the best way to provide immediate customer service to potential customers. Live Chat addresses this service gap for hoteliers.

Our CoMMingle Live Chat service on your website is an enabler that connects your potential guests with business opportunities for your hotel via Live Chat operators who are always standing by ready to support your website visitors needs.  And because our CoMMingle Live Chat service is completely mobile enabled, potential guests can request immediate service and assistance from anywhere. Our hotel Live Chat live service agents will always be there ready to assist them.

 

Live Chat Reason Number 2: live chatHumanizes Your Brand

Real-time Live Chat service enables your hotel to connect with its guests in a human manner. No robots allowed.  Today’s consumers want to feel connected to a brand or company on a human level. With all the automated messaging, artificial intelligence and chat bots available today, your hotel can really standout by providing a human connection with your guests.  Use Live Chat to engage with them as you would on a telephone call.  And because it is a human interaction, your emotion and empathy will clearly come through to win the customer.

 

Live Chat Reason Number 3: Offer FAQs in Real Time

Hotel websites that offer FAQs are in the minority.  It is a shame that most hotel websites do not offer frequently asked questions pages. As consumers, we have come to expect FAQ pages on every e-commerce website we visit. Yet for whatever reason, the hospitality industry has not adopted such a practice.  With the competitive nature of direct online hotel bookings, maintaining an FAQs page on your website should be as ubiquitous as your booking engine.

Live Chat can take the FAQs page to and even higher level by providing a real-time human engagement experience with your customers.  Providing our service on your website increases the likelihood potential customers will begin to engage with your Live Chat agents as they are clicking through your website; side by side and even when the customer transitions from your website into your booking engine.

 

Live Chat Reason Number 4: Increase Group RFP’s

Through the use of Live Chat, agents are able to share group related documents in real-time with potential customers while they’re on your website.  For example, agents can immediately share floor plans, catering menus and even available event booking specials. This form of “assisted sales” has resulted in an uplift of group RFP’s submitted on a month-over-month basis.

 

Live Chat Reason Number 5: Immediate Crisis Management

When a potential crisis situation begins to flare up, Live Chat agents can be the first line of defense for your hotel.  They can engage with customers immediately and potentially defuse the situation and potential stop negative guest reviews on TripAdvisor.

 

BONUS: Competitive Advantages / Marketplace Differentiation

And, as an added bonus, a Live Chat service on your hotel’s website is a competitive advantage and a true differentiator.  When you consider that Live Chat is only available on a handful of hotel websites across the country, there is no doubt that your hotel can clearly differentiate itself from its competitive set within the marketplace.  Research continues to support that consumers would rather do business through websites that have Live Chat verses those that do not. In fact, 63% of consumers are more likely to return to a website that had Live Chat verses one that did not.

 

For more information on how to add CoMMingle Live Chat to your website, please visit: www.LiveChatForHotels.com or contact Lodging Interactive at 877-291-4411 extension 701.

 

 

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 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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