Chat messaging has become a useful tool in marketing strategies of the hospitality industry to meet growing consumer demand. The Economist reported 2.5 billion people worldwide had installed at least one messaging app and that number was expected to grow to 3.6 billion within a few years. A recent OpenMarket study this January found that 57% of mobile device users worldwide found the best way to communicate with hotels is via messaging.
Chat Messaging Makes Efficient Use of Hotel Resources
Where there is demand, hotel marketing professionals need to respond. Hoteliers are discovering the value of chat messaging apps with time and labor saving strategies of the hotel’s front desk staff as well as helping guests or potential guests make purchasing decisions.
But using chat messaging is not only making more efficient use of your hotel staff’s time. It also gives your hotel the means to ensure great customer service and increase both conversion rates and RFP submissions. Of course let’s not forget that chat messaging provides engagement opportunities. When you have engagement, you create loyalty and with loyalty come the opportunities to close business.
Human Powered Live Chat Messaging vs. Automated Chat Bots
As consumers we want instant gratification – getting answers to our questions/inquiries right away – and so it would be with people who contact your hotel. But who wants programmed answers from a chatbot? People prefer the human contact – it is more personal, warm and welcoming than an automated, cold bot!
The argument is that an automated chat bot could have algorithms set up so that basic questions – information about amenities, pricing etc. – are answered but what happens when the person contacting your hotel has specific needs or questions that an automated bot is not programmed to give? Would you want your answer to be “Sorry, I can’t understand. Please call the hotel at …..”?
The person might end up calling but now they use up the very resources the hotel was trying to get to work more efficiently. So using an automated bot defeats the purpose, doesn’t it? Then not-to-mention there is the person’s building frustration when your the front desk clerk can’t provide a quick response either as they’re attending to other hotel guests. “Hold please” is not an answer anyone wants to hear. Now your hotel has the potential of having this person just drop contacting your hotel altogether and move on to other choices.
The best solution for your hotel is the combination of both the technology and the human element. But regardless of whether you will have automated or human powered chat messaging, your hotel can expect chat messaging to grow more popular and that its presence will be around in the years ahead. Are you ready?