Chatbots: an evolution in hotel websites

How it seems to you that your hotel’s clients could interact on your hotel’s webpage with a robot that can answer any of their questions exactly like you would do? Chatbots is the latest technology trend available in order to increase clients’ engagement through your hotel’s webpage.

A chatbot is a computer application with which users can have a dialogue as they would have with a natural person. In the case of hotels, a hotel bot will be able to answer queries of customers like issues on check in or check out, provide them with information and in general act like a customer service representative. A survey carried out in 2005 demonstrated that on some cases, chatbot users report even a 18% increase in purchases.

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By embracing emerging messaging technologies, we can expand service to our guests on their terms and through communication channels they increasingly prefer and feel comfortable using ( Stephanie Linnartz, Global Chief Commercial Officer, Marriott International)

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The services that a chatbot can provide are of a great importance. First of all, as already mentioned, chatbots can be used as a 24/7 customer service representative, meaning that customers can always receive a timely response to their questions. The communication in all the languages and the support in the booking journey are facts that will make the experience of potential customers simpler. Chatbots can also be used as an up-selling or cross-selling tactic. For example, when a guest arrives in the hotel a chatbot can send him a message with recommendations for lunch in the hotels’ restaurant. In other words, chatbots can be used as the best sales manager. After all, the main aim of every hotel is to increase its direct bookings. However, it is true that in 2018, according to a Trekksoft survey, the proportion of direct website bookings fell to 66.7%.. Chatbots are ideal in order to provide any answer to clients and proceed to a direct booking via the hotels’ webpage. Chatbots can even be incorporated in the social media pages of the hotel in order to direct customers to the direct booking engine of the hotel.

For more information please free feel to contact me!

Evi Stavropoulou