Guest Messaging by SMS on Their Cell Phone
Text messaging is effective, universally used and convenient for the guest.
Guest messaging as part of a survey, or as a standalone communication platform – has FOUR main benefits:
1) Improved Satisfaction Through Engagement
Engage customers on their terms at any point in their entire guest journey.
3) Lower Costs and HSE Exposure
Get notified and fix the issue before cost escalates.
2) On the Spot Problem Resolution
Quickly identify and recover from poor service experiences.
4) Guest Issue Tracking Until Closure
All guest feedback, chat and solution in one place until closure.
Why is SMS Chat Effective?
1) It is the Fastest Way to Reach Someone
2) People Actually Read Their Text Messages
3) They Are Read More Quickly
4) For many – it is their Preferred Channel
5) Not a messaging app – no downloads needed
How Does it Work?
ASK: On-Location Signs
Signs request feedback and / or chat
ANSWER: Chat Request
User requests chat with the business.
ALERT: Staff Notified
Staff get an email or SMS alert – chat starts
CHAT: On Location in Real-Time
Chat with customer via SMS in real-time.
AUDIT: Closed Loop Tool
Chat issues tracked until close out.
What Does the Guest See?
The Guest View
The guest chats – on location and in real-time with a real person.
The guest phone number is never shown to staff.
Both parties can now communicate directly. The chat transcription is retained.
The guest experience is personalized.
The guest is heard, thanked, and the session closed out.
Guest engagement means positive reviews are more likely.
What Does the Business See?
The Business View
Staff now chat directly with the unhappy guest using the Opiniator platform.
This means your teams can answer any question, fix any issue and deliver a response.
And avoid hearing about a problem in online reviews.
Guest requests are never forgotten. Guest issues are actioned.
Management can review conversation history and task management.
Guest satisfaction improves through conversation.
Opiniator delivers a guest messaging hub – no new technologies needed.
Real-time insight, friendly interface, intuitive features.
Via a personalized guest experience.
By taking action immediately.
EARLY ISSUES WARNING
Identify the issue before impacting others.
NEW IDEAS & RECOMMENDATIONS
A flow of guest suggestions and ideas
HAPPY & LOYAL GUESTS
Who know they have been heard.