Mobilize the Guest Journey with Messaging

3 compelling reasons to choose Mobile Messaging over other service channels.

Welcome to the next era of customer service. Let’s start by taking a look at these statistics:

  • 97% of Americans use mobile text messaging at least once a day.
  • Texting takes up 14.1% of cell phone users’ time. (Nielsen)
  • 90% of all text messages are read in under 3 minutes. (Connect Mogul)
  • 80% of people are currently using texting for business. (eWeek)
  • One in five consumers is just as likely to prefer a text message from a business to a phone call. (ICMI)

Today’s guests have come to expect personalized service wherever they are, exactly when they want it — and fast. While mobile messaging will not be your only service channel, here are three compelling reasons to choose it over other service channels.

24/7 service – Give Guests the Convenience of Messaging Without Sacrificing Luxury Service

Guests want personal attention, even on a business trip or a short weekend vacation. Mobile messaging lets your guests have the convenience of the technology, without compromising the staff’s standard of luxury. A guest can use their preferred method of communication – like SMS or Facebook Messenger – to connect with the front desk at any time and receive an amazing service experience.

For instance, your guest has checked-in early but would like to play a round of golf before his room is ready. He can text you as he finished up on the golf course so you know he is ready to check in his room.

mobilize the guest journey with messaging

Your Hotel Can Still Have the ‘Human Touch’

Be there for your guests the way a good friend is – with mobile messaging. At the time of check out, let each of your guests know that can have instant access to someone at your hotel with SMS. Your hotel can do this in a variety of ways:

  • At the time of check-in, give the guest a business card along with their room key letting them know the designated number to text. Add a token of personalization by having your hotel staff write the name of the guest at the top of the card.
  • Before the guest checks in, your hotel can send a “pre-arrival checklist” and list the phone number and other ways your guest can contact the hotel before and during their stay.

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Drive service costs down and ROI up

By utilizing text messaging, your hotel can boost agent productivity with a solution that lets staff manage multiple text conversations at once – with all the context and intelligence they need to resolve cases and deliver a luxury customer experience, every time.

For example, your guest sees a light bulb is burnt out in the bathroom. He can simply text a picture of the item and let your staff know of the maintenance issue.

INTELITY’s Messaging solution is a central portal that combines text and messaging platforms into one interface that hotel staff can use to respond to guests in real-time. The Messaging solution, with the help of INTELITY Staff, can be used to open tickets for guests and create a more efficient workflow.

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With INTELITY’s Messaging solution, now any hotel can deliver a connected guest service experience at scale. Messaging allows hotels to adapt quickly and easily to guest’s ever-changing needs, within the award-winning INTELITY Staff platform. Finally, your hotel can deliver an amazing and effortless service experience that fits your brand and bottom line.

Conversational service is here. Stay ahead of today’s guests and start engaging them in the channel and messaging apps they prefer.

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