why hotels shouldn't use chatbots

Why Human Hotel Live Chat is Better Than Chatbots

If you were to call a hotel, which would you rather get: an automated system that spent fifteen minutes and eight side menus to get through without resolving your problem, or an actual person who can help you immediately?

You’d choose the person, every time. Everyone would.

Live chat is no different. Live chat with real, actual people will be superior than conversations with chatbots on the other side every single time. It may cost a little bit more to pay someone to handle the live chat, but it’s a cost that will provide a return on investment multiple times over.

Here’s how…

Chatbots Are Stuck to Pre-programmed Responses

Chatbots aren’t “smart,” even if you program them really, really well. They are limited to only answer questions they’ve been programmed to identify, and they can only provide a set number of answers to those limited questions.

Sure, when a customer asks about amenities offered by your hotel, they can spout off information about the pool and complimentary breakfast. Your chatbot will fall short, however, when potential customers ask if there’s a limit on towels at the pool or if their breakfast can be gluten-free, dairy-free, and pork-free.

human live chat vs chatbots

 

These small, detailed questions won’t matter to 99% of customers, but the answer could decide whether or not that potential customer books with you. And while only one person will ask each of these questions, an enormous chunk of customers reaching out will have a different question that matters to them. It’s impossible to program for that.

People Understand Nuance

Chatbots only spit out binary responses. Yes and no, we have that or we don’t, I do or don’t understand the request, was or wasn’t this answer helpful? Human beings understand nuance in a way that chatbots never will. Instead of “yes and no,” we can provide “maybe, let’s take a look.”

When it comes to hotel bookings—which may include conference, event, or wedding bookings—there could easily be many grey areas. For example can you extend the number of discounted rooms for our event?

A chatbot will only routinely cycle through policies you’ve taught it; it is incapable of nuance or negotiation, which could be crucial to landing large bookings.

People Actually Care 

Whoever said business isn’t personal was flat out wrong. Business is immensely personal, and if customers feel like you don’t care about them, they’ll go straight to your competition. Chatbots, by nature, cannot care. At best they’ll appear polite, but they won’t have the capability to go above and beyond like a dedicated customer service specialist; they’ll just replay the same menu of options on a loop.

A real person will care that your customer is stressed, or upset, or confused. Since you could lose these customers quickly without turning around their experience, it is essential to have a dedicated representative ready to tackle their problem with them.

Long story short: you want to invest in human live chat instead of relying on chatbots. You can’t afford not to.

Lodging Interactive, through its CoMMingle Live Chat service, offers hotels a fully managed and affordable live chat service available 7 days a week.  For more information on Lodging Interactive and CoMMingle Live Chat for Hotels or call 877-291-4411 Ext 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 & IBM Watson Launch AI Platform

Lodging Interactive, an award winning digital marketing and social media engagement agency exclusively serving the hospitality industry, today announced the roll-out of its CoMMingle AI social media management platform for the hospitality industry.  A hospitality industry first, CoMMingle AI leverages the power of IBM’s Watson Supercomputer, enabling Lodging Interactive to analyze big data sets across Facebook, Instagram and Twitter through the use of Artificial Intelligence technologies.

“Our CoMMingle AI platform allows our agency to read through and analyze the engagement effectiveness of social media posts and to surface the commonality of the top performing posts,” said DJ Vallauri, Founder and CEO of Lodging Interactive. “While such a task is humanly impossible to do, our CoMMingle AI platform can analyze tens of thousands of social media posts and their corresponding images in mere seconds.”

 

CoMMingle AI Social Media for Hotels

 

 

CoMMingle AI Creates Higher Social Engagement

The CoMMingle AI platform can be used to identify social media trends and consumer engagement rates across a hotel’s own social posts as well as to analyze its competitive set, to determine how well their social media initiatives are performing.

“With our CoMMingle AI platform we can analyze historical engagement data to help us create social media posts that will resonate with consumers and achieve conversion results,” added Mr. Vallauri.  “We can remove any guesswork on how to achieve the highest engagement results.”

IBM Watson Lodging Interactive

The Lodging Interactive development team chose to integrate the CoMMingle AI platform with the IBM Watson Supercomputer because it was determined to have the most advanced language, tone and data analysis capabilities.  In addition, The CoMMingle AI platform can scan images used in social posts to determine the commonality of the top performing posts.

 

CoMMingle AI Semantic Interpretations and Keyword Relevance Cloud and Images Count Cloud –

The Keyword Relevance Cloud emphasizes the most relevant keywords.  The Keyword Count Cloud emphasizes the keywords that appear more frequently. Keywords are extracted and normalized from posts and may not exist verbatim in posts.

Image descriptors are extracted from image posts by analyzing the image. Each descriptor is scored based on a confidence level.  The sum of each descriptors’ score emphasizes the descriptors with the highest level of confidence.  The Image Count Cloud emphasizes the descriptors that appear more frequently.

 

Language, Tone and Image Analysis –

The tone analysis calculates the emotions and communication style of the posts. Understanding the tone of posts with the highest engagement helps write future posts that use similar tones.

CoMMingle Social Media

CoMMingle AI Keyword Cloud

CoMMingle AI Image Cloud

 

Lodging Interactive, through its CoMMingle Social Media Marketing and Engagement division provides full service social media and reputation management services to hundreds of hotels worldwide.  For more information on Lodging Interactive and CoMMingle AI please visit LodgingInteractive.com or call 877-291-4411 Ext 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.

 

3 Ways to Market Your Hotel Wedding Space on Pinterest

Are you looking for ways to increase RFP’s for your Hotel Wedding Space? Read on and learn how Pinterest can help your hotel.

Did you know that 81 percent of brides-to-be admit that they begin planning their wedding on Pinterest before the big question is even popped?  For brides and grooms-to-be, Pinterest is the number one source when looking for wedding inspiration.

The image-based platform is the perfect way to engage with brides, where you can position yourself not only as a prospective venue option but also as a resource for potential customers. Since brides-to-be and grooms-to-be begin pinning and creating wedding boards much earlier than you might expect, it is crucial that you are properly marketing yourself on Pinterest, so you can serve as wedding inspiration for brides and grooms to be from the very beginning.

3 Hotel Marketing Ideas for Wedding Space on Pinterest:

Pin inspiring images that link back to your site: There is no shortage of high quality images and creative content on Pinterest, especially when it comes to weddings. Find out what it is about your specific location that sets you apart and dedicate a board to it.

However, pinning high-quality photos and inspiring descriptions is just one piece of the pie, or in this case, only one piece of the wedding cake. Every image that you share on Pinterest should link back to your home page or wedding venue page. This simple step is sometimes overlooked. Just as it is easy to get carried away when pinning beautiful content, it is just as easy to forget adding links to each of your images.

Include your location in your pin descriptions: Optimizing your pins by including effective keywords into your description will help to get your images to show up in Pinterest’s search results. Take it one step further by adding your location into your pin descriptions. People may be searching as specific as your town or as broad as a region, so keep this in mind when incorporating your location into both your pin and board descriptions.

Reach out and engage with others: Search for local attractions in your area and begin interacting with them frequently. This will help build trusted relationships while also allowing others to notice you. Re pin, comment and like interesting content that is relevant to you and you will begin to see an increase of traffic to your page.

 

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.

Hotel & Travel Inspirations via Instagram

Finding the next adventure through visual imagery on social media

 

The best travel stories are relayed through visuals. But where once it was common to look for travel inspirations through magazine photos and enticing advertisements, we now use social media to search out those new experiences and adventures.

 

In today’s social media driven world, interest in a location or hotel is fueled by visual assets shared through social networks. What started out as sharing experiences with peers created communities of people sharing the same interests.  Powerful visuals are incredibly engaging. They can help build an emotional bond between your hotel and your guest that are shared with people within your guest’s networks. And there is great potential for guests to make purchasing decisions based on the emotional connection they make with your hotel.

The Power of Instagram

One of the most powerful tools to tell your hotel story is through Instagram.  With now more than 800 million active users, 8 million Instagram Business profiles and 80% of users following at least one business on this platform, Instagram is satisfying viewer hunger for imagery and, with this, comes the growing influence on travel decisions.

 

Posts with a location get 79% more engagement and User-Generated Content has a 4.5% higher conversion rate. This gives credence as to why Instagram is such an effective marketing tool.

 

Lodging Interactive offers hotel twitter and instagram marketing.

 

 

Everyone is buried in day-to-day activities and look to the magnificent landscapes and far-away places for a release from the mundane. Photographers take extraordinary photos of beautiful places that leave us breathless. Travelers find a special little nook and hotel nearby that offers a unique experience.

 

Lodging Interactive offers resorts exceptional hotel internet marketing.

 

 

All of these images make us want to be there too. We want to experience and see what the photographer or traveler saw. It’s more genuine than just looking at a magazine, ad, brochure or pamphlet. The visual story shared will be authentic and being authentic is what today’s traveller expects. Going from seeing the visual on Instagram to making a hotel booking is a far cry from what it was a decade ago.

Instagram Influencers

But visuals on Instagram are not only a place to inspire travelers to be or do what others have done but also gives people the desire to create and share their own original adventures. This gives rise to influencers who can provide an incredible ROI.

 

Through these Instagram visual assets, hotel digital marketers have a great opportunity to tell a unique – impactful story, build guest loyalty, raise brand awareness and increase engagements. So be different than other hotels on Instagram. Leverage your place in this medium – use Instagram Stories or Live videos and tag places in your posts so that it allows people to easily discover your content when searching those places. Dare to be different!

What Motivates Travelers to Create and Share Content?

Summer is synonymous with vacation. What better way to create memories of that vacation than to document it with photos, videos and commentaries that are shared with friends and family? This begs the question: What gives the vacationer the motivation to go one step further and share their content online via social networks?

sharing content

Images and chatter are about sharing moments in time: Experiencing life and all it has to offer. To capitalize on these moments, hotels need to first understand the different motivators within each stage of the traveler’s journey so that they capture – and hold – the traveler’s attention in all steps of their decision-making process.

Social relationships can be complex but at the heart is the desire to gain information from peers who have previously experienced the resort, hotel, vacation spot, or activity.  People tend to associate more closely with others who they perceive to be similar to them. They’re perceived as more credible, influential and reliable. A sort of word-of-mouth solicitation that hotel’s can use to their advantage.

5 Stages of the Guest Journey 

There are five stages in the guest journey. Within all stages people will look to others who have already joined in on a unique activity or visited that location on an off-beaten path, that hotel with great service, that local restaurant with delicious food.

  1. Inspiration: This first stage is the desire for the traveler to fulfill wants and needs for fun, relaxation and/or adventure so your hotel should be searchable.
  2. Planning: This is the stage when the traveler begins searching out possible destinations, hotels, transportation etc. in consideration for a booking. Your hotel needs to tap into this stage by offering the most relevant information to capture the traveler’s attention.
  3. Booking: It’s in this third stage that the traveler finalizes plans based on the search for information including shared content from other travelers who have “been there, done that”.
  4. Experience: In this stage the traveler takes in the best of destination, hotel and local area offerings.
  5. Sharing: At this point the traveler is now the “expert” and shares their experiences and spreads the word about the location, hotel stay etc. with friends, family and through online social channels.

Travelers Motivation for Sharing Content Online Via Social

In the sharing stage of the guest journey, travel photos not only provide personal messages about experiences, but also show brand affinity and can influence others on the same social networks. So the next traveler looking for that unique spot or get-away will look to the shared content that can influence their booking decision.

Olapic , together with Kantar Added Value, analyzed more than 2, 000 social travel images in an effort to determine what motivates people to share travel content online. The data points to what makes the traveler want to share experiences. 38% showed they want to share what they believe to be a unique experience. 23% wanted to share their moments of how to unwind and relax. 21% are excellent quality images that are very engaging. 18% just like to share their entertaining, fun experiences.

The most shared images were famous landmarks, cities or big events (54%); urban, off the beaten path images (44%); parks, mountains or forests (40%); and ocean, pool or blue skies (34%).  These were followed by images of Mother Nature, posing with friends and dining-shopping-eating like a local.

Through images there is a social sharing of the emotion experienced. Hotels want to get travelers to convert in any one of the guest journey stages. So these shared moments in any one of the traveler’s journey becomes a hotel’s opportunity to drive engagement, gain loyalty and earn a stronger ROI. What is your strategy to engage guests from inspiration to post stay?

 

Is Facebook Still a Relevant Platform for Hotel Social Media Marketing?

Most social marketers still consider Facebook their most valuable hotel social media platform and it shows by the amount of ad revenue poured into the platform. 2017 ad revenue for Facebook is nearly three times as much as Google.

 

According to eMarketer, Facebook grew by 12.8% to 1.34 billion users in 2016 and recently Mark Zukerberg announced that Facebook has hit 2 billion monthly users. But so far this year growth has actually waned to 9.6% and is predicted to slow to 7.9% growth through 2018.

 

As a consequence ad revenue is predicted to slow down.  A contributing factor is that Facebook ads have nearly saturated user news feeds to the point where consumers don’t even look at the ads anymore. For hotel marketers, this means there will be some fierce competition for ad space and the cost to advertise will increase all while consumer engagement declines.

 

 

Despite these issues, hotel social media marketers are not stopping or slowing down any advertising in Facebook. In fact, 62% of marketers consider Facebook their most important marketing platform. The reasons seem to be because of the sheer size of Facebook’s user base and perhaps the hope that Facebook will make some changes to turn this situation around.

 

Facebook is acutely aware of the growing ineffectiveness of their news feed ads and the rapidly declining click-through rates it causes so they presented another option in Messenger ads for both Facebook and Instagram.  Facebook states over 2 billion messages are sent between people and businesses every month and, if stats hold true, this could mean booking possibilities for hotels.

 

According to a recent Social Media Examiner report, marketers need to change it up a bit and use varied ad formats as a work-around to the news feed overload. SME shows 75% of the participants in their report said they would use video content and 61% would use live video. So adding video to your hotel content strategy might be just the thing to catch users’ attention.

 

Like anything new, there are bugs to work out. Facebook has had their share of questionable metrics but corrected the problems and have shown their resilience over the years by turning mistakes into lessons learned. None-the-less, hotel social media marketers should be mindful of metrics for any new Facebook ad initiatives to ensure that they are getting the most out of their advertising spend.

 

 

User-Generated Content (UGC) Influence on Hotel Bookings

User-generated content (UGC) means digital content created, uploaded and shared publicly online by consumers or end-users through pictures, videos, blog posts, discussion boards, product or service reviews, comments, tweets etc. UGC can initiate a conversation among unpaid contributors through popular social platforms that include the likes of Facebook, Twitter, Pinterest, Instagram and so many other social networks. So what does this all mean for your hotel and the possibility of encouraging bookings? Now-a-days just about everything!

User-generated content (UGC)Various studies have shown some compelling statistics:

  • Neilson has shown that consumers look to recommendations from those they know for purchases 92% of the time.
  • McKinsey has shown that word of mouth marketing generates twice as many sales as paid advertising.
  • Tomoson has shown that, on social influencer marketing, ROI is $6.50 for every dollar invested.
  • Reevoo showed that 72% of people searching out hotels would use UGC as a basis for their purchasing decisions.
  • TurnTo Networks just released a consumer study that shows 90% of consumer purchasing decisions are based on UGC

 

Benefits of UGC for Hotels

 

In today’s digital world, no one can deny the impact of social media on companies, products or services provided. People share their activities, opinions and interests through the various social networks.  UGC becomes an invaluable resource for hotels where these exchanges can create booking opportunities. Its benefits can be seen through:

 

  • Authenticity & credibility: We have grown skeptical of traditional marketing content to make purchasing decisions because the source is the brand itself. Instead, more and more, the trend is to search out the opinion and comments from peers to make purchasing decisions. We want to hear from people like ourselves with authentic accounts about experiences.

 

  • Personalization: Hotels get to have exchanges with guests or prospective guests where they interact with each other through the many social networks. UGC is unique in that it taps into consumer trust and relationship building. This is where brands learn what resonates with their target audience. So these exchanges create a meaningful interaction and encourage other guests to submit content.

 

  • Cost benefits: The costs of traditional advertising and marketing campaigns are always a strain on hotel budgets. But the cost of content creation is included in this marketing approach. After all, the source is the user’s exchanges posted publicly through social networks.

 

  • Re-purposing unique content: Users contribute new content all the time so information is always fresh. Hotels can re-purpose influencer content into blogs, web page copy etc. It helps the hotel marketing team keep content interesting and encourages users to stay engaged. It allows the hotel/guest relationship to develop beyond check-out.

 

  • Social traffic increase: A social media influencer in the hotel industry has established credibility and has a large follower base. They don’t have to be celebrities. They can be bloggers or thought leaders. In all cases, their authentic approach can have an impact on consumer behavior. It wouldn’t be far fetched for consumers to be persuaded to listen to their views, appraise the information and check out your hotel site when considering a hotel booking. It would also be important to keep in mind that, in this digital age, millennials are the largest and most influential of all age groups. They are turning off traditional ads and looking to engage in real-time conversations with brand advocates for their purchasing decisions.

 

  • Building SEO value: According to Kissmetrics, 25 percent of search results for the top 20 largest brands are links to UGC. Positive guest reviews can raise your SEO ranking. Also, gaining knowledge of the most frequently used words and phrases used by your audience can help your keyword optimization research.

 

  • Audience insights and sales leads: Through UGC, hotel marketers can analyze exactly what content is being shared and helps understand what your guests or prospective guests find most engaging. This information can provide valuable insights that can help generate leads and increase sales.

 

In the end, it’s all about people – your guests, your followers, your brand champions – and their experiences, thoughts and mentions of your hotel. If your hotel hasn’t considered UGC within your marketing strategy, you will be missing out on the possibility of a great many booking opportunities.

#AskDJV Episode 58 – Hotel Reputation Management HSMAI Panel Discussion

#AskDJV Episode 58 - Hotel Reputation ManagementHello Everybody and welcome to the #AskDJV show. This is episode 58! I’m so glad you joined us today. On this week’s episode, we’re going to do something a little bit different.

I was on a panel discussion just a few weeks ago, on the HSMAI Greater New York (Hotel Sales & Marketing Association) related to Hotel Reputation Management and Best Practices and we had a hotelier with me as well as someone from TripAdvisor.  So, the first question was:

What can hotels do to encourage more hotel reviews from their customers?

It’s very simple. You need to ask your customers. As someone is checking out at your front desk, it takes less than 10 seconds to say, “Have you enjoyed your stay?” and they say, “Yes” and you can see how they are excited and they enjoyed their stay. “Would you mind please going to TripAdvisor?” “Here’s a little card with the website address on it and leave us a review?” “We’d greatly appreciate that.”

Also TripAdvisor has their own tools that you can download from your business account and actually go in there and see all of the resources they have, to actually help you to acquire more reviews for your website.

What Reviews Should Hotels Respond To?

Was another question, one that we get asked all the time. Our belief is that you should always respond to positive and negative reviews. All reviews, period. The first reason is because you want to show that you appreciate the time that someone took to write a review and you’re now coming along and responding because you’re showing that attention to detail, if you will, on responding to that review.

But the really, really, really, important reason you want to respond to all reviews is because you’re not really just writing it for the person who read the review. 93% of consumers will visit review websites before booking a hotel website. That’s a stat that TripAdvisor just recently put out. So, with that in mind, you want to make sure that you’re writing it with the intent of the next person coming along actually seeing your response. It shows them you care and it gives you an opportunity to correct any negative situation that happened or to thank them for a positive review and pump up your positive vibe, if you will, for the new guest opportunities that come along.

Who Should Respond at the Hotel Level to Reviews?

It should come directly from the General Manager as far as the signature. You know, you may look to find assistance by a company like ours who actually provides review response services for hotels, we do that for 100’s of hotels, we’re the largest provider handling over 200,000 reviews a year.

But don’t forget Social Media. Facebook, Twitter, Google. Consumers are also leaving reviews on those platforms and it’s important as a hotelier that you are always watching for those. We have many hotels where we are actually seeing more Google reviews every month posted than on TripAdvisor. Next question that came up that was pretty important was, “What do you do?”:

How do you address a complaint, where someone is complaining about price?”

What you want to do is address the situation by providing the following:
• One is you want to state how compatible and comparable your pricing is to other hotels in the marketplace. So it’s important that you state that because you don’t want people to think, well, they could just go to another hotel and get a better price on WiFi or parking.
• You also then want to show them a solution. Present a solution where you can say to them, “You can go to our website and actually book a package that includes WiFi or free parking.”

Another question that came up on the panel was

How do you handle fake reviews that you believe are just from disgruntled employees or competitors?

Now, we’re not really seeing fake reviews that much and competitors going on there. Rest assured that TripAdvisor takes this very, very seriously and your option is to really go and contact your account manager at TripAdvisor and have them investigate that review and potentially remove it from their site.

The last question I’ll leave you with that was on the panel is

Should a hotel website have their own reviews on their own website?

And my answer to that is, “Absolutely.”

Because we know if someone leaves and goes to an OTA website, they may never come back. They may make a reservation for one of your competitors, on TripAdvisor, for example, or go to Expedia and check out the reviews there and decide to make a reservation there for one of your competitors. So you want to keep them on your website as much as possible.

There are many technologies out there available that will enable you to do that, they all have plug-ins that you can plug in, as well as other companies like ourselves have a service where you can also integrate a guest review system into your website.

So, there you have it, those are the questions that were asked at the Hotel Sales & Marketing Association luncheon last month and I’m happy to be able to share with you our responses and our point of view.

Please be sure to subscribe to this YouTube channel so that you can stay up to date as new videos come out. Thanks again for joining and we’ll see you next week. Take care.

#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.