Elevate your customer care service with a unified inbox
5 reasons why you should have an all-in-one console for customer service
Nowadays, a centralized approach is essential in managing the guest’s experience. There is nothing worse for customers than having to interact with a hotel across the channels of their choice and often deal with several agents, whereby they have to repeat the same query over and over again. Customers are more demanding than ever, they expect a seamless and personalized experience from start to finish, from before they step a foot into your hotel lobby to after they leave.
However, many hospitality brands still fail to deliver efficient and consistent interactions across all touchpoints. Why? The main reason has to do with the fact that hotels do not use unified platforms for managing customer care. Instead of having a system where they can handle all their channels such as FB Messenger, WeChat or Booking.com messages, they administer all the guests' messages through several platforms which results in a poor and inefficient customer service.
We want to help you provide an all-star customer care, therefore, this week’s post is going to highlight the 5 key advantages of having a unified inbox:
1. It makes your staff’s life less chaotic!
Let’s give your customer care representatives a break! They work in a chaotic environment checking constantly if they have new messages or replies on several channels. A great majority of their day is spent jumping from inbox to inbox. Shouldn’t they do something more valuable with all the time that they are spending on those routine tasks? Yes, they could be providing a personalized service to your guests! Something that would make them remember your hotel and want to come back!
With a unified console, you have one inbox for administering all customer care channel and thus requiring less manoeuvring between accounts and folders. By having a central place to store all your communication, it becomes much easier to focus on the task at hand. Your staff can stay in that unified account, and see all incoming messages from different channels. Who needs 10 inboxes when one can process it all?
2. Your customer care representatives are synced and ready to reply!
With a unified inbox, you can guarantee that all your customer care representatives are on the same page! They will have access to detailed information about the user and in that way, they can tackle the problem right away. Even if they were not dealing with the customer from the beginning, by having the conversation history, they will be able to come up with a solution. And for the guest? Well, that means a seamless customer care without having to repeat the same questions over and over again. With a centralized system, no one misses the information. All team members are constantly up to date to the latest conversation.
3. You can provide customer care in almost every channel!
Remember when you were afraid to provide a multi-channel customer care? That was due to the fact that there were a lot of messages coming and your staff could not answer them promptly. However, it is very important to be where your customers are. And your customers are increasingly on social networks and messaging apps, so of course, customer support on these channels is indispensable. But don’t worry! You do not need to be afraid anymore, with a unified inbox you will have all the messages in one place ready to be answered. Thus, you can include social media customer care which previously was a daunting chore because your staff need to be on top of everything. Now, you can have separate inboxes according to the channels used to increase efficiency and in this way, you will not leave guests unattended or uncared for!
4. Make every single customer feel special
Generic replies to guests’ issues are no longer effective, they now expect a more tailored approach. By having this type of inbox, you can store and use guests’ information to offer a personalized and relevant response to every inquiry, making them feel special and unique! Furthermore, a unified inbox helps the customer to not have to repeat himself just because he talks through another channel with your hotel. That is, when you join all the channels, it is possible to create a user profile and perceive their contact points from each medium!
Customers who feel cared for will return to your property again and ultimately become advocates, recommending your hotel via word of mouth, both online and offline!
5. You can reply faster
Every time you have a new query, a notification will appear on your inbox. Making you act fast and fix the guests’ problem as soon as possible! Besides giving you a heads up whenever you have a new message, it can also allow you to have some predefined answers. Meaning that you can set a list of your most common answers, allowing you to save your precious time to dedicate to what really matters: great customer service!
Product Announcement Alert! HiJiffy’s unified console will get better:
Aside from our two traditional channels: Facebook Messenger and Chat Widget, we are going to launch an integration with Email, Booking.com messages LINE and WeChat. All this in one single platform! Ready to test?
📆 Schedule a 30-min demo here — No strings attached! 🤝
If you want to test our unified solution, just go to our website and fill the contact form: https://hijiffy.com/contact/
NB: This is a viewpoint by Mariana Marques from HiJiffy. HiJiffy brings chat to the hospitality and travel industry, enabling customers to effectively connect with you through instant messaging apps.
