It’s a world-wide known fact that in the hotel realm, the primary focus has always been about creating a positive customer experience which a guest must remember while they are leaving your hotel with wonderful memories of their journey giving it an emotional touch. It should be so awe-inspiring that they must share it on their Instagram profile and discuss the same with their friends and relatives.
It doesn’t matter whether it is a birthday party or wedding night, business meetings or honey moons, every customer in the hotel business has had some of the most memorable experiences and this experience is one of the major deciding factors that help determine whether the customer will come back for other visit or not. In the past few decades, the expectations of the consumers have evolved, becoming more uninhibited and demanding.
A failure in meeting consumer’s expectation may result in a poor customer experience, which in return can certainly damage the brand name and the company’s reputation. This is why brands strive for providing excellent customer experience by providing an amusing and satisfying escapade.
Today, delivering just the basics of a comfortable room or a clean suite is not sufficient to meet the consumer’s satisfaction. Instead, there is a need to learn the basics of how to harness the data and insights to elevate the customer experience in hotel industry. Research shows that even a slight improvement in customer experience can build retention, enhance productivity, and create espousal that can translate into significant revenue gains.
A survey by Harvard has revealed that the customers with good experience tend to spend more than 100% compared to those with poor experiences. Undoubtedly, happy customers ensure that the hotel profits and incomes remain healthy and this is the reason why customer experience is highly correlated with “loyalty”. Customer Loyalty is one of the most significant factors that are taken into consideration by most of the hotel chains in order to retain its consumers.
Saying all these, let’s see how Trilyo, a hospitality technology provider, is assisting hotels to render an amazing and unique guest experience that makes a guest say WOW!
AI-Powered Chatbots for Personalized Guest Engagement
It’s the high-time to evolve and adapt because if you fall behind; you’ll be out of the game and for obvious reasons you don’t want that! If we talk about the ever blooming hospitality industry the chat-based solutions are becoming an innate part and parcel and many hoteliers are utilizing chatbots on their websites and also voice-based solutions in their hotel rooms, like- Amazon Alexa or Google Assistant. Chatbots have been all the buzz these days. By rendering amazing and relevant hyper-personalized with diligently curated recommendations to the guests as per their behavior and preference Trilyo makes your hotel more relevant than ever! Nowadays, you will see these chatbots in abundance on Facebook Messenger. What might be the reason for this sudden surge in chatbots? Why are they getting so popular? The purpose of chatbots is to support and scale business teams in their relations with customers. Doing this helps businesses save a lot of money which is why many business owners are adopting this technology. And given the fact that these bots can be placed in places like Facebook Messenger, Slack, Telegram, SMS or on your own hotel website,it gives you the potential to reach a bigger audience.
Chatbots may sound like a futuristic notion, but according to Global Web Index statistics, it is said that 75% of internet users are adopting one or more messenger platforms. Although research shows us that each user makes use of an average of 24 apps a month, wherein 80% of the time would be in just 5 apps! This means you can hardly shoot ahead with an app, but you still have high chances to integrate your chatbot with one of these platforms.
Trilyo assist the hotels to redefine their guest experience via making the hotel available 24*7 to answer any real-time guest query via NLP. Chatbots understand your demands and give proper solutions in seconds. How? The chatbot learns automatically, without any human help; the more the conversation, the better it understands your guests. If you have the Trilyo bot on your website, your guests won’t have to download any additional apps because all their query is getting solved real-time. Since, apps are synonymous to clutter and hassles, you can cut it from your guests’ lives by having chatbots on your website and can make their lives ‘easier’ and ‘happier’.
Another amazing fact is now you can free up your staff for better human touch whenever required. Staff-less hotels will appeal to all the independent-minded travelers – and slash human resource and operating-related costs. Guest acceptance of tech-enabled hotel lobbies will green-light hospitality companies’ big bet on the Internet of Things (IoT). The staffless hotels will cut your costs to a great extent and you can easily employ chatbots to boost your brand recognition and bookings hassle freely.
With chatbots, you don’t have to rely on employing customer representatives to solve guest queries. Moreover, you can employ the staff for rendering a better human-touch whenever possible and with chatbots you can easily skyrocket your revenue and business (better customer engagement & experience with fewer staff members).
Trilyo Bot also solves the ‘language-barrier’ issue which is one of the top problems of the millennial backpackers while traveling! Let’s take a scenario where a foreigner comes to your hotel and starts conversing with the front-desk but the receptionist is unaware of the language and communication-gap arises! For obvious reasons this is not good for your brand, so what you can do is - have a chatbot on your website and the guest can talk with the bot! Since, the bot is not human and is built on AI, it can understand any language without breaking a sweat. Now language is not a barrier; it’s just another mode of conversation.
Voice-Based Assistants as Personal Virtual Butler
Trilyo is assisting several hotels to get smarter and tech-savvy! A voice-bot or voice-based solution is also nifty for the hospitality industry because it saves considerable time and effort by becoming a tool for hands-free conversation and the guest who is already staying in your hotel won’t have to leave their room in order to know more about other amenities and extra benefits. While hotel experimentation with Amazon Alexa and Google Assistant has been limited so far, hoteliers are reporting that guest feedback has been largely positive. Also, with voice-based solutions, a query from the guest would directly go to the respective department and can be solved efficiently.
Voice-based solutions has the power to upsell and cross-sell hotel’s other features without touting. For example, a guest has arrived to your hotel after a long and tiring journey; so Amazon Alexa can suggest them to try the hotel’s spa section or pool area for refreshment. Another advantage of incorporating and utilizing a voice-based service in a hotel is that you can provide them digital concierge services without employing an attendant! How? Amazon Alexa can act as a digital butler and with the help of Artificial Intelligence it can anticipate a guest’s demand prior to saying ; for example food preference of a guest or their exercise habits.
One of the best advantages of having a voice-based solution in your hotel is- rendering custom-tailored and hyper-personalized recommendations to the guests. With this, you can make your brand more recognizable, build better customer loyalty and engage your guests in a better way than before.
Guests always want something new from a hotel and most of the millennial travelers look for the latest technology to stay connected always. With voice assistants you’re giving something new to them and making them your loyal customers. Voice-based solutions will make your hotel more intelligent and smarter in all ways and you can now have a redefined customer experience that will take your business, guest-engaging capabilities, and scope of hotel bookings to a whole new level that you’ll appreciate for sure.
Guests are using the devices as intended, and many travelers and guests are utilizing it to explore more about their surroundings and the hotel itself. Voice Assistants are redefining customer experience by improving the existing norms of guest engagement; they will soon replace the all the conventional conversing methods and will emerge as the most used platform for interaction between a hotelier and the guest.
So, now you know how Trilyo is assisting the hotels to provide an unique guest experience! Schedule a demo with us and we will tell how can you drive more revenue and boost your hotel sales via AI-powered chatbots and voice-based assistants. Redefine the experience of your guest with our diligently crafted chatbot and render them an amazing in-room experience that they deserve and make them say WOW.