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Why Mobile Technology & Engagement is Important in Hotels

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What is mobile engagement?

Mobile engagement is a proactive method of pushing compelling experiences to mobile users at the right time and place. Nowadays, around 75% of the people worldwide use a smartphone and they use it to solve almost everything in their daily lives. By connecting with consumers and stimulating their interest at precise moments and locations, the uptake and conversion rates are extremely high. Furthermore, by creating fun and enticing interactions, almost 92% of the users are significantly more likely to advocate for their experiences with your brand. Here, with the help of mobile engagement you can engage a user through available messaging channels inside which is completely outside of an app. The hospitality industry use mobile engagement to deliver positive brand experiences, support their business goals and build valuable, long-term relationships. Engagement typically starts the moment a user downloads and interacts with your website chatbot or download your mobile app on their phone.

When we say mobile, we think of these devices, right?– tablets, smartphones, smart wearables, and smartwatches – A hotel can easily target millennial guests on these smart devices without any trouble. “Hotels are finally beginning to implement messaging strategies that make it easier for their guests to get in touch with them via SMS, WhatsApp, Facebook Messenger, WeChat, and the like. But how are they doing that, and what’s next in messaging? — Deanna Ting” SMS have become a surefire way to reach your customers because we know 98% of the SMS delivered to your inbox are always read and most of them only in 15 minutes.

Why mobile engagement is advantageous to the hospitality industry?

Regardless of hotel chain size, there are a number of hotels using this strategy or planning to use it in the near future. Engaging guests with chatbots and solving their real time queries with Artificial Intelligence is something Marriott International is already testing out, and now Hilton Group of Hotels is also planning to set their foot on this path. Users in the age group of 35-44 are the most savvy and mobile phones have emerged as the preferred choice of device for accessing the Internet. On Google search, hotel searches from mobile saw 30-fold growth from 2015 to 2017. This was validated in the offline research, where over 27% respondents said they use mobile phones to search and book hotels on the Internet and over 56% of users who book hotels online have a travel app installed or might have used chatbots for booking their rooms.

Without no doubt, chatterbots, a conversational robot agent designed to stimulate intelligent conversation with its human users, are fast-becoming the norm in the hospitality industry. You can easily manage their queries and retarget your guests on website where you can have chatbots. Around 80% of mobile bookings are of check-ins up to a week in advance, 61% of mobile app users make last minute bookings and 32% of the bookings are for the same day and looking into these data no one can’t disagree that mobile have become an inseparable part of guests’ as well as hoteliers’ lives.

Keeping it guest-oriented: Keeping your chatbot guest-centric can do wonders in the hospitality industry because with the guest can comprehend that you care for their stay in the hotel as well as you also supervise their real-time queries with chatter-bots. Chatbots are supposed to be engaging and if it serves the purpose the hospitality industry can take its advantage to book hotel rooms directly. A hotel can easily acquire leads with chatbots by asking the visitor’s name, email, and the other most relevant data to address them directly. This data can also be repurposed for targeting them on all digital platforms like social media and SMS easily and also you can ask the guest to review your hotel by giving feedback directly on the chatbots.

Build a conversational bot around user so the guest can feel the urge of conversation every time they visit your website, the visitor can ask questions about the price, availability, and other services regarding their stay. A chatbot, rather than the front desk clerk, can notify a guest when his or her room becomes available, or conversely remind guests of the property’s check-out policy. The chatbot can even be used to set wake-up calls and notify guests of any dinner, spa or golf reservations they may have made. For hotel personnel, this automation reduces the volume of simple queries directed at human staff and tying up the front desk phone. It also cuts down the manpower waste associated with missed reservations and appointments.

In-app targeting to boost revenue: Interactive notifications are push notifications with interactive buttons that provide multiple response options, enabling users to interact and engage at a deeper level. With these, marketers can capture user responses, allowing for better future targeting. In-app messaging delivers simple, text-based notifications that appear inside your app via a banner on the top or bottom of a user’s screen.

Because these messages are delivered in your app, there isn’t an opt-in process, allowing you to reach the majority of your app audience. For this reason, they are a great complement to push notifications. We recommend using in-app messaging for new feature updates, reminding users to complete tasks and other service-related benefits. Mobile engagement will be the backbone for hotels and we can say because we know these following data:

  • TripAdvisor is the travel industry’s most popular mobile app, with more than 230 million downloads and 150 million monthly active users.
  • Mobile bookings in travel have grown by 1700% between 2011 and 2015, moving from 1% to 18 percent of online revenues.
  • 40% of travel sales have come from mobile in 2017, which is posited to reach 50 per cent by 2021.
  • 88% of leisure travelers will switch to a different app or website if yours isn’t meeting their needs

Grab this free eBook to turn your guests stay more engaging and make them say - WOW and always come back to you. Learn more about how Trilyo can help you to cover all the customer touchpoints. Request a demo!

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About Author

Ankur Chowdhury
Ankur Chowdhury

A passionate writer who loves to develop meaningful and informative content with deep research and analysis. I have been a blogger and a writer for the past 3.5 years. I consider this as my passion and I really love it. Daily, I spend hours of time in writing. Blogging helps to enhance my knowledge in various fields. I am a full-time blogger at Trilyo.

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