Booking.com is replacing outdated email communication methods with a streamlined mobile chat within its application, allowing users to submit inquiries and book travel accommodations.
Customers can now interact with Booking.com through a messaging interface on its app and Web site, which brings the travel inquiry experience to a speedier, convenient and more modern encounter. While users will still be able to communicate via email, the chat allows customers to natively messaging within Booking.com’s digital platforms on mobile and desktop.
“Booking Messages was optimized for Android and iOs mobile devices, so consumers simply need to download the Booking.com app,” said Leslie Cafferty, vice president of global communications at Booking.com. “The platform enables push notifications for a simple and quick correspondence with the host or front desk of the user’s accommodation.
“One of our main goals when building any product is to help take the friction out of the customer, and hotel partner, experience,” she said. “We have learned that 75 percent of our customers who reach out to their hotel or apartment proactively prefer to take care of simple requests via self-service tooling, so we set out to build an interface that can do this in the most seamless way possible.”
Booking.com users can now communicate with front desk personnel and hotel associates through a chat interface that acts as a mobile messaging platform. Users can complete various tasks regarding their stay as well as ask questions.