Hotel Intelligence
Customer experience managed in one place
Centralise, automate and measure your customer care and communications in a single powerful platform.
The power of Intelligence for Hospitality
Manage and reply to conversations
Streamline messages from all your communication channels into a unified inbox. Assign agents, add notes and tags to guests’ user profiles, and remove language barriers thanks to automatic translations.
Centralise ticketing system
Keep a clear overview of all customer queries. Navigate through status tabs to track ticket progression, manage them with one click, and reply directly to messages.
Analyse results and metrics
Access reports and metrics easily to see how the chatbot is helping you manage guest queries. Use smart insights to improve your customer care, optimise your teamwork and boost productivity.
How would it look like for you?
Let us show you.
Console Features
Unified omnichannel inbox
A one-stop solution for streamlining messages from the website chat and different social media and messaging apps, such as WhatsApp, Facebook Messenger, Instagram, Telegram, WeChat, Google My Business, as well as SMS and email.
Performance reports
Find opportunities for optimisation by easily accessing and browsing data, including conversion rate, number of conversations, automation rate, number of direct bookings, and CSAT score.
Assigning agents
Manage and distribute tasks across your team with one click.
User profile customisation
Add tags and notes to user profiles for segmentation and personalisation purposes.
Clear inbox tabs navigation
Jump directly to messages that need your attention thanks to intuitive tabs in the inbox.
Canned responses
Save time answering personalised questions by using pre-filled responses.
Integrated centralised ticketing system
Track the progress of any inquiry from start to close.
Individual agent metrics
Manage and support your team better thanks to insights into individual agents’ performance.
Sentiment analysis
Get an emoji representing the sentiment in each conversation to prioritise them accordingly.
Inbox messages prioritisation
Set a priority for individual conversations to communicate urgency to the rest of your team.
Automated translations
Automatic translation into 130+ languages to remove language barriers.
Conversation filters
Filter conversations per channel, type of request, and more.
Set a schedule by property
Define individual schedules for each property to adjust automation accordingly.
Prompts for FAQ answers improvement
The Console will identify and bring to your attention FAQs answers that require new or further development.
Hotel Intelligence: FAQ
Why is hotel intelligence important in the hospitality industry?
The hotel industry is highly competitive. It is likely there are dozens of other hotels in close proximity to your own. How do you set your hotel apart, to ensure that customers choose your establishment over that of your competition? You can offer amazing facilities, hire the best chefs for your restaurant, and ensure your staff is highly trained, but other hotels in the area will make similar efforts. To truly gain an advantage, hotel managers need some meaningful insights in order to make improvements and offer the best services, all at a competitive price, without adversely affecting revenue. That is why hotel intelligence is vital within the hospitality industry.
What type of hotel intelligence is out there?
There are many different hotel intelligence tools available. Investing time into researching them is important, not just to determine which systems get the best reviews, or offer the most for your money, but also because each system will offer something slightly different. The key to choosing hotel intelligence software is picking the product that is best suited to your own hotel. For example, some will be most appropriate for large chains with multiple locations while others will be tailored towards the needs of smaller independent hotels.
What are the benefits of using hotel intelligence?
The benefits of using hotel intelligence will differ from hotel to hotel, but some benefits are useful across the board:
Taking out the guesswork from your pricing structure
By gathering and collating data using hotel intelligence, you can compare room rates with your competitors and optimize your pricing. Based not only on this data but also on supply and demand which can be forecast using the hotel intelligence data. In essence, hotel intelligence goes a long way toward eliminating guesswork. You can make accurate predictions, and act accordingly.
Saving time and effort
Hotel intelligence should be able to generate clear reports showing the facts you need to take action. No more scrutinizing complicated spreadsheets for the information you need.
Making the right choice when selecting new partnerships
Additionally, hotel intelligence can be used to determine the best third-party businesses to partner with. A partnership with a complementary business, such as a taxi company, or an excursion operator can be beneficial if done right, but detrimental if you fail to choose the right partner and your guests are let down by a business you have recommended to them.
What are the biggest challenges of implementing hotel intelligence?
Perhaps the biggest challenge with implementing hotel intelligence is ensuring that your hotel intelligence software is properly integrated with your existing systems, in order to get all the data the system needs to be most useful. Also, the quality of the data in your system will determine the quality of intelligence generated in your reports. You should look for solutions that are able to do the most laborsome tasks for you, ideally powered by Artificial Intelligence.
