The customer service landscape of the travel and hospitality industry is one that is always evolving.
With the constant introduction of new technologies, guest expectations are always increasing. Adapting to these technological changes is what keeps B&Bs afloat in revenue generation and management.
The Facebook Messenger is one of such technological evolution. This platform currently has over 1 billion monthly users who send over 2 billion messages every month. These are messages that are exchanged between businesses as well as individuals.
Many hotels have already discovered the potential of this platform and started utilizing to their benefits.
Using Facebook Messenger for your business will help you build a cordial relationship with your customers. It will also build engagement, enhance trust and loyalty, and help your brand optimize the guest experience.
Posting your customer service queries on Twitter is now old school. Facebook Messenger is the new face of customer service and it is here to stay.
REAL LIFE EXAMPLE
Hyatt is one of the first hotel brands to recognize the potential of the Facebook Messenger. In fact, their Messenger app is optimized to the extent that you can connect with them without going to their page.
All you have to do is search for their brand on Messenger and their chatbot will pop up. And you can begin interacting with it immediately.
According to Hyatt's director of digital strategy and activation, Dan Moriarty, Messenger is one more channel through which the company gets to have meaningful interactions with guests.
Hyatt has a dedicated social services team spread across three global locations. This team, known as the "Global Control Room," oversees the brand’s social media channels, addressing customer queries, and engaging with guests 24/7.
Hyatt has incorporated the Facebook Messenger into this dedicated team and also utilized the "Business on Messenger" feature.
The brand has also been using Conversocial, which is a social customer service company based in the cloud. Conversocial helps brands to monitor multiple social channels.
This software helps Hyatt with the management of guest queries by allowing the brand's customer contact centers to engage with users and also provide the needed support for any grievances across Instagram, Facebook, and Twitter.
Moriarty noted that doing this was simply a natural extension of their business and also a higher purpose of care.
Facebook has successfully made the Messenger to be a standalone app. The platform has its own capabilities and features, which makes it one of the best business marketing tools as well as messaging platform.
Hyatt isn't the only hotel using the Facebook Messenger as reservation and booking tool. Everlane is also using this platform to interact and engage with their customers.
Using the Messenger platform ensures real-time conversations with your customers. Your customers will feel at ease knowing that they can always get a response to their queries no matter what time or location they are in.