Live chat and chatbots for hotels
Hotel websites as communication channels
Start a chat instead of waiting: in times of mobile communication with "always and everywhere availability", guests tolerate less and less if they do not receive an answer to their questions immediately.
Many options for a live chat on your hotel website
To communicate with these guests, you can on the one hand increase your availability via
WhatsApp or Facebook Messenger
prominently advertise your availability. However, the easiest and best way to communicate directly and in writing with potential guests is the
live chatwhich is directly integrated into your website.
With your website from
hellohotel.io
you can integrate all common solutions for website chats
quickly and easily into your website. Some examples are :
- the
Facebook Messenger
as a website chat plugin. If users who are logged in to Facebook contact you, you will even recognize their names.
- classic
chat plugins
like Livezilla or the free tawk.to
- hotel-specific chat solutions
such as inflow (formerly Liverate), which can also be connected to other hotel-specific software services.
- integrated messenger solutions
like bookboost.io. Here, the website chat is just one component, because bookboost bundles all communication channels (WhatsApp, email, Facebook Messenger, website) under a common interface and even displays the relevant data from the PMS if desired.
More inquiries, fewer bounces, more conversions
No matter which solution you choose - the main advantages are always the same: More guests - even those with "telephone phobia" - will take the opportunity to get in touch with you.
- Guests have the opportunity to ask questions directly via the chat from any point on the website.
- Interested parties do not have to search for an e-mail address or telephone number to contact the hotel.to contact the hotel.
Questions can be answered immediately in the live chat. Chat bots can also spit out satisfactory answers to many common FAQs. If your chat is not live, you can at least acknowledge receipt of the question and announce an answer as quickly as possible to keep the guest interested. keep the guest interested.
The best chat is only as good as you maintain it
No matter which solution you choose, one thing is clear:
a chat that doesn't answer is not much better than a phone that nobody picks up. In addition to the technical setup of the chat, it is therefore important to clearly define who is responsible for operating the chat and at what times. As a rule, this will be done by your front desk. The respective employees should also be trained in the technical handling of the chat, but also with regard to a uniform language and tone. Many chat plugins also offer the option of using the
chat via app from a smartphone
so that you can be reached and respond to inquiries at any time, even when you are away from the office.
If you cannot ensure 24-hour availability in live chat, it is best to set up
fixed live chat times
and communicate these on your website. You can formulate automated responses to inquiries received outside of these times and then contact the guest as quickly as possible - this can also significantly reduce the bounce rate. If you have opted for a solution with a chatbot, you can use the following for common questions
pre-formulated answers
for common questions.
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