“Website visitors who engage in a live chat conversation are up to 15 times more likely to book than those who don’t.”
A group of guests enters your hotel only to be welcomed by an empty front office & main hall: a hotel fully deserted from employees. This is perhaps a nightmare for you as a hotel. Then why is it that your website offers exactly this experience for your website guests- your potential customers??
If there is anything that counts in hospitality industry, it has to be first impressions which helps set the stage for the guest’s expectations and assumptions of what your hotel can offer. In today’s age of Internet, the first experience that your guests has with your hotel is not when he arrives at your property but when he is researching on your website to decide whether or not to stay with you. So it makes sense to have someone to greet them, provide assistance in real time & motivate them to book with you.
Most of the hotels have come to rely entirely or heavily on OTA bookings, allowing hefty commissions to eat into their profits. Due to this over dependence on OTAs, hoteliers have neglected the most cost effective crucial marketing and direct sales tool at their disposal- their hotel website, where travelers often ‘window-shop’ to learn more about the accommodation before they head back to OTAs to make their actual purchase.
“52% of travellers visit your hotel’s website after finding you on an OTA”- Study by Google.
Our livechat agents utilize this window of opportunity to proactively engage your website visitors in a personalized chat conversation to offer them upgrades or other value-added promotions (authorized by you) that equate to savings more thanwhat they are getting on the OTA and thus make your website seem like a more profitable way of making a reservation without violating the rate parity agreement. For instance, they may bundle the same room on the OTA with parking, complementary breakfast or free premium wi-fi etc., depending on what is important to the customer, encouraging them to book with you directly.
Now, some may argue that such packages can (and are) advertised on the hotel websites so what is the need of human intervention? Remember each guest on your website has individual needs and the advertised deal may or may not suit his needs. Offering to a customer benefits that have little or no value for him defeats the purpose. Chatting with your website visitors allows our agents to discover their needs and find out what other hotels, rates or offers on OTA they are comparing you with. They accordingly customize or come up with innovative enticing offers and perks that make your deal seem more worthwhile to your potential guests than what is available to them on OTA.
“If you contact potential customers within one minute of their presence on your website, your conversion can go up by as many as four times (+391%)!”- Study by Velocify.
Remember when users arrive on your site they are looking for ‘instant’ answers. The faster you serve those answers, the better you’ll convert. Not every one is willing to dial a number or wait for a reply over email to get their questions answered. Your international customers specially find it frustrating to never speak to a live operator, or worse, having to call an international number at a time that is inconvenient to them in order to reach your staff. You may be losing many such sales to your competitors who are only a mouse click away in the highly competitive online environment. In a situation like this, it is quite imperative for a hotel to accept bookings and respond to guests 24/7.
Our 24×7 live chat reservation experts offer on demand assistance to your website visitors to answer any questions they may have. They resolve your customers’ concerns and drive them to what they are looking for. They are also trained to take and complete the full booking process on behalf of the customer, allowing the customer to feel pampered and making the whole process hassle-free.
Your prospective guests will appreciate having immediate access to human response, right on your website, without having to look for assistance elsewhere. This also shows to your guests that you care and are willing to extend help proactively that cultivates trust and boost your relationship with them, making it more likely that they will consider your property over others.
Our highly knowledgeable travel experts go an extra mile in understanding the individual needs and expectations of your potential customers so that they can better identify what is important to them. Once uncovered, they are in a better position to sell your offerings. So, instead of ratting out the whole laundry list of features, they focus on what actually matters to your customers and therefore, make sense to them. The goal is to help your customers select what is most suited for them based on personal interests, budget, travellers’ demographics etc. for a memorable experience.
Lot of hotels spend humongous marketing dollars on retargeting e-mailers, banners or making follow up calls to bring back the website visitors. However, the chances of bringing back the customer once he has abandoned your website diminishes with every passing minute. The best is to proactively reach out to customers while they are still browsing on your website.
Our online travel specialists utilize proactive chat capabilities to reach out to ‘fence sitters’, website visitors who are more likely to book if you interact with them. They engage them in a live conversation to understand what is stopping them from making the bookings and accordingly help them. Similarly, we use efficient searches and co-browsing function to rescue your website guests from check out errors.
Travellers often do not know much about the destination or the ‘things to do’ that are suggested there and if they actually provide the certain experience they are looking for.
Our highly knowledgeable online reservation specialists are also trained to act as the concierge and advise your potential guests on an array of local activities, markets, tours, culture or whatever else interests your guests to portray a fresh, new, extraordinary travel experience that your hotel/resort’s location has to offer, thus stimulating your customers’ interest in booking through you.
According to a study, travellers often shortlist 4-5 hotels in a similar price range when searching on an OTA, and visit their websites to learn more about the property. At that point, unless you are able to distinguish yourself from your competitors, they will most likely make their decision based on review ratings and price.
grab this opportunity to make sure that we set your hotel/resort apart from the rest of the competition, something an OTA cannot do for you. Our live chat experts engage your website visitors in a personalized live chat dialog where they draw their attention to what is unique about your property and paint a verbal picture of the exceptional experience that your property offers, using it as a selling point. The unique attributes of your hotel mentioned on your website might not resonate with your website visitors or may get missed, especially when they have multiple URLs open at the same time to quickly compare different options but would if a live knowledgeable reservation specialist were to deftly describe and emphasize it for them.
Your prospective guests are looking for informed guidance while making their travel bookings. Buyer friction dissolves and they are already predisposed to trust the advise when they know they are conversing with someone who is completely qualified to provide the help they seek and understand their needs. Also, it is reassuring for them to know that there is a live person they can come back to and chat with right on the website in case of a problem. Overall live help on your website leaves your potential guests with a positive first impression, helping you drive more bookings.
Training is a critical part of the process of adding a new client. We thoroughly study your business and often go to client site to observe how you train your own staff so that when we talk to your customers, they get the same experience they’d get talking to you.