New Research Exposes Hidden Service Risks for Hoteliers

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August 2, 2019

Infographic: Intelligent Messaging vs. Chatbots – Which is better for your hotel?

David Wang

2019 Reduce Hotel Cost Blog Header

With labor costs rising and revenue gains slowing, hotel companies are rapidly looking to adopt technologies that can help their workforce become more effective and efficient.

Creating a frictionless guest experience requires a clear communication channel that makes it easy to answer questions and respond to service requests in a natural, fast and efficient manner.

Two common solutions today are messaging-based guest engagement platforms and automated chatbots, which are also sometimes referred to as digital assistants.

Let’s compare the two and help you find the right solution for your business.

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Source Links

71% of customers want companies to communicate with them in real time (Salesforce)

94% of business travelers and 80% of leisure travelers want to use their smartphones to request service and message staff. (Phocuswright)

64% of U.S. hotel guests think it’s extremely important for hotels to invest in technology that enhances the guest experience. (Phocuswright)

2 Trillion – Number of texts exchanged last year, an 18% increase over 2017. (CTIA)

70% of consumers spend more money with businesses that deliver great service (American Express)

70% of hotel guests report having positive experiences with personalization. (IBM)

15 – The average number of people Americans tell about a poor service experience (American Express)

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