17 April 2024

Exceeding Guest Expectations Online

0 min read
Exceeding Guest Expectations Online
Mark LillicrappWritten ByMark Lillicrapp

As Propeller's Technical Director, Mark is responsible for developing digital policy and strategy, implementing infrastructure and leveraging technology to help Propeller and its amazing clients achieve their goals.

The hospitality industry thrives on creating memorable experiences. But in today’s digital age, that often starts long before a guest even steps through the door. Online customer service has become the cornerstone of first impressions, and exceeding guest expectations in this space can turn browsers into bookers and one-time visitors into loyal patrons.

What Makes Online Customer Service Exceptional?

Research by Zendesk shows that 80% of customers consider their experience with a company to be just as important as its products or services. So, what makes online customer service truly exceptional? It goes beyond simply answering questions. 

Here’s what guests appreciate most:

  • Prompt and personalised responses: A Harvard Business Review study revealed that response speed directly impacts customer satisfaction. Aim to answer inquiries within 24 hours, and personalise your communication wherever possible.
  • Proactive problem-solving: Don’t wait for guests to come to you with issues. Utilise online tools to anticipate needs and offer solutions before problems arise.
  • A human touch: While chatbots can be helpful for basic inquiries, there’s no replacement for genuine human interaction. Empower your online customer service team to use empathy and build rapport with guests.

Translating Hospitality to the Digital World

The good news is that many hospitality hallmarks translate beautifully to the digital sphere:

  • Warm greetings: Start online interactions with a friendly welcome, just as you would greet a guest at the front desk.
  • Local recommendations: Offer curated suggestions for nearby attractions and experiences, showcasing your knowledge of the destination.
  • Going the extra mile: Surprise guests with special offers or a personalised welcome message in their room upon arrival. These gestures can be easily communicated online during the booking process.

New Ways of Thinking About Online Customer Service

The hospitality industry is constantly evolving, and so should your approach to online customer service. Here are some innovative ways to think outside the box:

  • Omnichannel experience: Ensure a seamless transition between online and offline interactions. Allow guests to begin conversations online and pick them up at check-in or via mobile messaging during their stay.
  • Embrace guest feedback: Actively solicit feedback through online surveys or social media polls. Use this information to continuously improve your online service and personalise the guest experience.
  • Embrace AI for efficiency: Chatbots powered by Artificial Intelligence (AI) can handle routine inquiries, freeing up your team to focus on complex issues and personalised interactions.

By prioritising exceptional online customer service, hospitality businesses can build trust, foster loyalty, and create a lasting positive impression – even before a guest sets foot on the property. Remember, in the digital age, exceeding expectations is the key to unlocking long-term success.

Get in touch to see how Propeller can help you exceed your customer’s expectations


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