Shift from reactive to proactive feedback approach
Collect timely feedback from customers and engage with them based on their response.
Overview:
It is the job of the hotel to uncover a guest's problem and feedback and not their job to report them. Guest's also have limited recall period for their sharing their experiences, both bad and good. Hotels either reachout too late or have a very generic way of handling guest feedback. Automation has made it possible to adapt proactive approach and auto direct the necessary teams to take action upon, wherever needed. Automation can lead to 10x growth in response rate, drive detailed reviews and help resolve issues for better brand loyalty.
This automation workflow shows how you can engage with your guests in real time, take NPS feedback and take necessary action basis their NPS response. A good reviewer may be pushed towards loyalty membership enrollment or referral program. An unhappy customer can be patched with client response team to take necessary action in real time.
Industry:
Travel/Hotel/OTAs
Use Case:
Automated NPS feedback post hotel checkout
Events:
Webengage.Track(‘Stay_Completed’, {
/*String*/
“Name” :
“Email” :
“Contact” :
“Residential_City” :
“Residential_Address” :
“Occupation” :
“Suite_Type” :
/*Number*/
“Number_of_guests” :
Number_of_Days_Stayed” :
/*Dates*/
“Date_of_Birth” :
“Check_In_Date” :
“Check_Out_Date” :
/*Boolean*/
“Customer_Satisfied” :
“Feedback_filled” :
})
Step-by-step explanation: