There is no doubt that Whatsapp is one of the leading means of communication. Globally WhatsApp application is an outstanding way of communication.
With Whatsapp, hoteliers can send text SMS, images, video, and audio to customers. Therefore, implementing Whatsapp In the hotel industry is a good idea.
So, integrating Whatsapp in the hotels has become vital too to keep in touch with the customer.
Why WhatsApp Is Needed?
As most customers want to communicate over the mobile device on a chat system. Here, Whatsapp seems the most common chat application for clients.
They want all kinds of vital information related to their stay in one place. Henceforth, Whatsapp in hotel use comes into the picture.
Here customers get all the notifications regarding the hotel’s booking. For instance, room booking details, booking status, hotel address, and many others.
Tips For Using WhatsApp
There are multiple ways to use WhatsApp for the hotel. The hotelier can think of integrating WhatsApp with the hotel system. This integration can be done easily.
By integration the communication over Whatsapp is automated. This will bring customer satisfaction when updates and messages are sent over WhatsApp from the hotel system.
Now the question is how to connect with clients over WhatsApp. A few basic methods are discussed below.
Message At Pre Arrival Stage:
Pre-arrival communication over WhatsApp is done before the arrival of guests in the hotel. It will make the client happy and show them you are concerned for them.
Therefore, sending the pre-arrival message over Whatsapp with the booking details and journey details is a good strategy. This will result in customer retention and other benefits.
Send Message At Arrival:
The registration and room assignment processes are part of the arrival stage of the visitor cycle.
Send the registration process via WhatsApp and what the formalities the customer needs to do.
By this customers will be prepared for the same. This will accelerate the process of checking in.
Mid Stay Message:
The period between check-in and checkout is the mid-stay period. During the stay, the customer may face any kind of issue. For instance, Wifi passwords not working, hotel lift issues, and many others.
Sometimes people staying in hotels face problems with served food, water heater, and electricity. To overcome all this client can ping over the WhatsApp number of the hotel.
This provides a just-in-time solution to the customer and customers get the acknowledgment reply on WhatsApp. This gives clients satisfaction their problem is not unnoticed.
Post Stay Communication:
The communication done with the customer after the stay is called post-stay communication. Therefore, the hotelier sends the message to the client on WhatsApp.
This message includes greeting messages like “Hope you had a great visit“.
The WhatsApp message includes the experience survey link that takes only a few seconds to fill. This will help the hotelier to know the voids in services.
These voids are the improvement area that hoteliers have to improve. In other words, take the feedback as an opportunity. If the feedback is positive, do marketing with it.
Whatsapp In Hotel And Its Best Practices
There are many ways for using WhatsApp in the hotel industry. Here we will discuss the 4 best practices for utilizing WhatsApp in hotels.
Make strategic and wise use of it:
Undoubtedly, the hotel sector is a leader in utilizing WhatsApp for business. Pre-arrival, check_in, stay duration, feedback, and many other uses.
Smart hotels will focus on their messaging strategy. Primarily on messages that actually benefit their guests. This is done by identifying the high value touchpoints.
With feedback from guests, the journey can be trace out. The hotelier can decide which touchpoints are most important to concentrate on. Also, what do guests like about hotel service?
Respect Guest Privacy
If the hotel knows the phone number and personal details of the customer then do not leak it. It is the hotel’s responsibility to care for customer data. Maintaining customer privacy is the first duty of the hotel.
This just implies notifying guests who have chosen and providing them with a way to sign up if they would rather not receive messages.
This is a smart and effective way for hotels to use WhatsApp. It also involves giving consideration to your visitors’ preferences and honoring their wants.
Above all, notify and message when a customer wants.
Hotel’s Separate WhatApp Business Number
It is important to have a hotel WhatsApp business number. All the client queries will come on this number.
For messaging to the client also use this number. That is helpful in sending SMS. kindly do not message clients from many numbers.
Streamline Your Message Channel
Make sure that all of your important communication channels, such as Live chat, WhatsApp, and SMS, are consolidated on a single dashboard.
This is for simple monitoring so that no visitor or potential customer message remains unnotice.
The dashboard is useful for customer retention. As a result, hotel room occupancy will also get increase. That will benefit the hotel. As direct revenue get increases.
Inform Your Client
Lastly, let visitors know that you use WhatsApp: It’s crucial to let visitors know you’re available on this platform. If you don’t advertise it, no one will be aware that you are accessible via WhatsApp.
In other words, tell your client that they can connect with you on WhatsApp for quick and efficient communication. Mention it on your website also in your pre arrival email.
This is actually one of the most amazing ways hotels can use WhatsApp to run a successful business.
Benefits Of WhatsApp
Omni – channel conversation: The hotelier can send the many services and features to the client. That will help in customer attraction.
As well as, the omnichannel feature not only supports the room bookings but other selling of other services too.
Chat widget: You can add our chat widget( chat option of WhatsApp) for free to your website and point your visitors to the channels they like to use for discussion.
Tag creation: Depending on the kind of request, you can assign tags to users to make it easier to recognize them.
Backup: This feature enables you to store all conversation histories. As well as, compile a detailed record of all user-company interactions.
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