The Use of Omni Channel Platform in the Hospitality Industry

Gone are the days when customers didn’t mind waiting for hours for a resolution. Thanks to AI chatbots, these days most businesses respond to their customers within minutes. In case you are still testing the patience of your clients in today’s fast-paced world, it is high time to personalize and automate your customer support with the help of chatbots. Whether it is the healthcare sector or the retail industry – everyone is using chatbots for resolving queries and offering round-the-clock customer assistance. The hospitality sector too relies on chatbots to automate their sales and other processes.

Are you still doubtful how the Omni Channel Platform will prove advantageous for your clients and your business? Here’s everything you need to know before you look for the best AI platform to keep customers happy.

What functions can chatbots perform? 

A chatbot keeps your customers engaged 24 x 7. It can effectively handle the following tasks:

1. Providing information to people about your property
2. Sharing details about attractive places close to your property
3. Giving information regarding activities and entertainment options for your guests
4. Creating a custom itinerary as per every customer’s individual preference
5. Sending the latest images and videos of the property
6. Sharing testimonials submitted by other customers who have stayed on your property
7. It will manage all customer queries and offer accurate and fast resolution using sentiment and intent recognition.

How can chatbots assist your customers during their stay?

During their stay, your guests can place several requests:

• They can ask for room service and relish their favourite meals in their room
• They can request beverages and water
• They can raise a request for pick up of laundry
• They can opt for room-cleaning services

Do you provide room services through phone calls? Now you can easily offer them through Facebook Messenger and WhatsApp.

Services begin even before your customers reach your property

Once a customer has booked his stay with your hotel, what if he needs wheelchair assistance? He can place an inquiry and find out if the property offers such facilities. If a guest has special requests, he can place them by quoting his booking ID.

Can chatbots be of help after your guests check out?

Your services don’t end the moment a guest leaves your hotel. You should stay in touch with them if you want them to revisit your property. It is also crucial for you to find out about their overall experience so that you can improve your services. Chatbots can:

• Send all bills and invoices
• Collect feedback via a feedback form or a small quiz
• Send the link for payment
• Send greetings on anniversaries and birthdays

The Bottom Line

Hence, just like other sectors, chatbots have immensely benefited the hospitality sector. They will provide a unique and exciting experience to your guests. Guests love it when they can handle everything with the help of their smartphones. So, if you don’t want your customers to replace you for delayed responses, it is high time you take the help of Omni Channel Chatbot.