Guest Messaging
Increasing your direct bookings has never been so easy
Enable guests to book wherever they are.
HiJiffy’s conversational booking assistant is available 24/7 across your communication channels to provide lightning-fast answers to guests’ queries.
The power of an effective hotel guest communication platform
Omnichannel solution
The AI-powered solution is designed to streamline requests from the hotel’s communication channels, including the most popular social media channels (e.g., Facebook Messenger, Instagram) and instant messaging apps (e.g., WhatsApp, Line, Telegram, WeChat) to provide a better overview and monitoring of guests’ enquiries.
Quick to install and easy to use
We take care of your setup and deliver a ready-to-use solution from day one. Moreover, our user-friendly back office is designed for you to navigate easily through your communication with your guest in your most preferred language.
Customise your communication
Make it yours. HiJiffy’s Booking Assistant adapts to your sales flow. Provide a simple yet sophisticated solution to enhance the guest’s journey. Personalise the image of your Booking Assistant to fit your guidelines and provide a seamless brand experience.
How would it look like for you?
Let us show you.
Digital Booking Assistant Features
AI agent for FAQs and direct bookings
AI virtual assistant guiding users through the booking process and providing answers to FAQs, saving time and reducing workload
Behavioural marketing campaigns
Push personalised messages according to specific pages on the website and interactions in the user journey.
Smooth handover to human agents
A seamless transfer of the conversation to staff if requested by the user or if the chatbot cannot resolve the query automatically.
Request a quote
Travellers can request a personalised quote for their stay.
Widget personalisation
Customise the chatbot interface accordingly to your hotel’s brand guidelines.
Email to chatbot automation
Automate your email inbox with canned responses directing users to the chatbot to resolve user queries instantly.
Click to call
Provide an option to call a human agent directly from the chat if a guest’s request cannot be solved automatically.
Price comparison
Activate the possibility to display the price comparison range of your rooms across various platforms.
Streamlined inbox for all your channels
Centralise and manage conversations across your channels: website chat, Facebook Messenger, Instagram, Google My Business, Line, Telegram, WeChat, Booking.com, WhatsApp, SMS and email.
AI specialised in hospitality FAQs
Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.
CSAT score metrics
Collect and access users’ feedback to evaluate the performance of the chatbot and individual human agents.
Customised automated workflows
Customise workflows that are triggered throughout the booking process.
Guest Communication: FAQs
What is guest messaging?
Guest messaging refers to sending administrative and commercial communications to guests using professional software that enables automation and scalability.
By allowing hotels to send scripted notes to their visitors based on specific triggers and/or steps of the customer journey, guest communication tools – that may be integrated with third-party channels, such as Facebook Messenger, WhatsApp, or Instagram Direct Messages – play a significant role on the overall customer experience.
How important is it to have a guest communication strategy?
Satisfying all the guests’ requests is a challenging task. Thus, to improve the overall customer experience, hoteliers must pay special attention to guest messaging by implementing the best practices.
Hoteliers mustn’t rush to implement all the features available in the guest messaging software at once. Taking one step at a time and implementing one strategy is crucial to maintaining service quality and satisfying the customers.
Once a specific hotel guest messaging channel is proven to be correctly working, hoteliers can then encourage staff to adopt additional channels.
To make the most out of guest messaging software, hoteliers must follow some simple steps:
- Be proactive yet timely;
- Focus on quality and user experience;
- Pay special attention to feedback and reviews;
- Keep transparent and two-way communications;
- Track performance and implement A/B testing.
Besides external communication, hoteliers must also consider implementing proper internal communication practices, assuring that everyone on the staff is aligned with the strategy and aware of the different guest messaging procedures.
What are the key benefits of automating guest messaging through a specialised solution?
Hotel messaging platforms can enhance the service and improve ratings/customer reviews when correctly implemented. In this sense, the key benefits of automating guest messaging through a specialised solution are increased productivity and reduced operational costs.
- Increased productivity
A guest messaging app saves time and prevents the staff from responding to every request manually. The software features pre-programmed or scripted messages for different situations and demands from guests. This automation will free up your staff to work on more complex tasks where they bring the most value. In other words, letting conversational AI guest messaging solution automate answering repetitive queries is boosting productivity but also increasing job satisfaction of your staff.
- Addressing staff shortages
Having a hotel guest communication platform powered by advanced technology, allows you automate processing repetitive guest queries 24/7 and in multiple languages. Your staff can focus on other tasks they find more interesting and contribute to enhancing your guests’ experience. Reducing heavy workload of your staff can also have a positive impact on staff retention.
How to provide a personalised experience while automating guest communication?
Front office communication with guests can break or make the hotel’s reputation. That is why establishing effective communication with clients must be at the top of the agenda of all decision-makers in the hospitality industry.
Since nowadays, hoteliers can adopt guest messaging software for a very competitive price, there is no excuse for accommodation providers not to adopt the right tools to enhance the guest experience, assuring that the hotel keeps up with the most advanced technology, as well as guests’ expectations.
In this sense, it is essential to note that mobile users have increased significantly. People have started to adopt new and modified technologies for convenience, meaning that guests are now used to having easy and user-friendly features to serve their needs better.
This new reality also means that hoteliers cannot rely on old paradigms and must seek to adopt new and modified channels to satisfy customers and improve the communication between the staff and guests, always remembering their target audience: the chosen communication channels and strategies need to keep in mind the requirements of the clientele.
So, when adopting a hotel messenger software to send prompt messages and replies, hoteliers must ensure that, apart from reducing workload, the solution enables segmentation and personalisation.
From the tone of voice customisation to the creation of a custom flow based on guest interactions, personalisation is key to elevating the guest experience.
Are guests ready for hotel guest messaging automation?
Many guests already use some sort of AI in everyday life, from smart home devices to mobile apps. What is more, most guests use social networks and messaging apps on a daily basis, making them more likely to use those channels to communicate with the hotel before and during their stay if such an option is available.
For example, compared to calling the reception, guests may find it more effortless to use automated hotel communication software such as Virtual Concierge to book services during their stay, report issues and maintenance requests, or respond to feedback prompts. If such a guest messaging solution is integrated with popular social media platforms and instant messaging apps, like Facebook Messenger, Instagram, or WhatsApp, communication is even more convenient for guests.
What should a complete guest communication platform include?
The best guest communication solution should cover the entire guest journey: from the pre-stay considerations to the stay at the hotel, and beyond.
Let’s take a closer look at the examples of how automated guest messaging can help at each stage of the guest journey:
- Pre-stay: Answering FAQs, assisting with bookings, running room upgrades and upsell campaigns, and sending a welcome message.
- In-stay: Facilitating digital check-ins, check-outs, and in-house requests; running upsell campaigns and satisfaction surveys.
- Post-stay: Sending personalised thank you messages prompting guest reviews and feedback collection.
HiJiffy’s AI-powered guest messaging app centralises communication across different platforms, such as the app widget on the hotel’s website, Facebook Messenger, WhatsApp, Instagram, WeChat, Line, Telegram, email, and more. Booking Assistant and Virtual Concierge, our guest messaging software, use conversational AI to provide the best customer service experience to hotel guests at every point of contact with the hotel. Our technology also enables hoteliers to manage conversations most streamlined and efficiently in a powerful one-stop guest communication hub.
