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Hospitality ON Event - Awards

Worldwide Hospitality Awards

Thursday 21 November 2019 à 18:00

En cours - Best Digital Transformation

Best Western France

Campaign - Asynchrone Messaging by Best Western

Implementation of an Asynchrone Messaging mixing Bot & humans on our website and on the mobile application Best Western e-Concierge.

The Asynchrone Messaging solution offers the opportunity to engage our visitors, even if nobody is available to respond instantly to the messages. It aimed to increase the customer satisfaction, streamline their journey on our website, give them useful information for their purchase: its advantage is to be always available. This AI techniques enable us to optimize other Customer Service Channel such as phone and emails, by answering low added value requests, or very frequently asked questions. It also offer a specific guidance for our loyalty Best Western Rewards® Customers.

We engage our Customers based on their journey and the time spend on our Website or mobile application. Displayed on more than ten typologies of page in our website, the Messaging solution is part of a marketing strategy of hyper personalization. The scenarios set up for our Messaging solution is reviewed on real time, using customer satisfaction, to ensure a good user experience and make the bot more and more independent. A lot of features are available making the solution easy to handle for both Clients and Customer Service.

The Asynchrone Messaging allow us to decreased missed opportunities to interact with our Clients. We can answer and notify them that a reply is waiting on our website / Mobile application. Our Customer & Hotel Support Team is in charge of this project, they are the joint between Hotels and Clients. Having a good knowledge of our Hotels and Customers’ needs help them get to all the Messaging requests. The clients can pursue, if needed, the talk with us.

Real-time tools for Live and Asynchrone conversations help our team to give quick answer to Clients. Our follow up of conversion rate show us that Messaging has a great role in reassurance of Clients during their purchase. Clients’ satisfaction rates is also a great sign that this solution guide them step by step in their journey on our website, offering them a better User Experience.


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