Provide great guest service through texting. Be more ...€¦ · Texting Solutions Texting is a key pillar of communication that gives businesses a way to reach 7.3 billion mobile

1 Travel & Hospitality Message Solutions Copyright © 2019 Aerialink. All rights reserved.

Powering Your Teams with Business-Class Texting Solutions

Texting is a key pillar of communication that gives businesses a way to reach 7.3 billion mobile subscribers and provides a great way to strengthen relationships with guests. As texting (or SMS) continues to top the communications charts as the most popular channel in the world, the business-class applications and platforms used to manage text conversations become increasingly important. Optimizing the way your teams manage conversations is key to guest satisfaction, especially for travel and hospitality organizations whose customers are mobile. In fact, more than 70 percent of US travelers say they “always” use their smartphones when traveling1. To take full advantage of the benefits of texting, organizations can expand beyond the traditional system-generated, outbound-only SMS campaigns and tap into direct messaging to empower hospitality teams on the front line to interact with customers at every step of the journey.

Aerialink serves the hospitality industry with business texting solutions that support customer engagement, provide touchpoints throughout the guest journey, and streamline communications with travel partners and employees. We give you the tools and guidance to interface your existing systems for scalable, event-triggered notifications, as well as a cloud-hosted application to support live text chats and bulk marketing campaigns that transform into 1 on 1 text conversations.

Messaging Touchpoints Throughout the Guest Journey

Hotels, property management companies, time shares, resorts, and online rental services can all benefit by delivering the right information at the right time. Below are a few ways in which a business can leverage texting throughout the customer journey.

Travel & Hospitality Message Solutions

Provide great guest service through texting. Be more efficient and responsive. Increase sales conversions.

Pre-Reservation – The guest reviews accommodations

• Extend last-minute travel deals and keep guests informed of reward offers.

• Customer inquiries driven by online offers can be addressed immediately by clicking a button to start a text chat with a live agent.

• Give your website visitors a convenient way to initiate a text conversation real-time using Click-to-Text.

Reservation – The guest makes a reservation

• Send event-triggered reservation confirmations, booking modifications and cancellations.

• Send special promotions ex: “5th night free if you stay 4 nights”.• Send loyalty-relevant redemptions, point updates, and

upgrade options.• Send reservation notifications to travel partners.

Pre-arrival – Personalize your service before the guest even arrives

• A day before a guest arrives, invite them to text inquiries to your business phone number during their stay and ask if they have any last-minute requests.

• Text them check-in time, or a confirmation of special accommodation requests.

• Let guests know the concierge is reachable via text as resource even before they arrive.

Stay – Accelerate guest resolution

• Guests can text keywords to automatically route their inquiry to specific departments.

• Concierge, front desk, room service, housekeeping, valet, spa, and business center can all service guests with live text chat and intelligent automated replies.

• Send text coupons for a free coffee at the breakfast bar or other promotions.

• Guests can text the concierge for help with special celebrations or other events.

Check-out – Make it easy

• Invite guests to extend their stay, or double reward points if they return within <X> days.

• Guests can text the front desk to request a “late check-out”. • Use texting for express checkout and send a link for guests

to view their bill.• Guests can text their valet ticket number for their car.

Post-Checkout – Circle back

• Invite guests to provide feedback or text them a brief survey.• Details collected during their stay may be utilized to

personalize future trips.• Thank guests for their stay and identify certain amenities

they experienced.• When a guest leaves something behind, text them as soon

as your staff finds it.

Connecting with Your Partners and Staff

Travel organizations with third-party partners such as hospitality brands, airlines, attractions, car rental companies, and online tourism providers can create new and improved guest experiences as well as aid in the coordination of vacation details through enhanced communications.

Texting is not limited to B2C and B2B conversations – it can also keep your workforce productive and communicative, resulting in faster guest resolution. For example, if a guest requests special amenities at check-in, the front desk staff can follow up with the responsible department to validate completion of the request.



Challenges Solved – Aerialink® Solutions

Aerialink solutions provide a reliable platform and a robust feature set enabling your team to deliver great guest experiences.

Aerialink® Cloud Communications Platform makes it easy to connect messaging with your existing back-office applications using our APIs to trigger event-based notifications to guests, staff and travel partners. You can even text enable your existing business phone numbers so guests can call or text your number.

Aerialink® Conversations is an award-winning SaaS application that empowers businesses to centrally manage texting across their entire organization. From small properties to large worldwide resort contact centers, Conversations is designed for teams on the front line to engage with customers from the first touchpoints in marketing and sales all the way through the post-checkout. • Manage texting across functional areas, multi-location

properties, and travel partners. • A centralized hub gives management visibility to all

conversations.• Intelligent automation features and flexible workflows boost

team responsiveness to guests and improves productivity.

Response time to customer inquiries is key and can mean the difference between engagement and reservation abandonment. Real time texting can be the quickest way to secure a booking, and with the Click-to-Text feature, visitors that land on your website or online ads can immediately start a text chat with your support team. The Automated Text Routing (ATR) feature gets your guest inquiries assigned quickly.

Conversations can also fast-track your team’s productivity using intelligent auto-replies, personalized outbound campaigns, customer waiting alerts, and pre-written message inserts. Enhanced team collaboration is supported through internal memos, shared inbox views, message transfer, and flexible team segmentation options, all supported through any web-connected device.

It’s Time to Get Serious About Texting

A lightweight text chat app can allow for periodic messaging, but if messaging is strategic for your business, you’ll want to raise the bar with a solution that scales across your entire organization. Whether your business is striving to enhance the customer experience, optimize sales conversions, upsell the length of stay, or gain repeat guests, well-managed and relevant text messaging benefits both sides of the conversation. Knowing how to best serve and communicate with your guests is key to having them come back.

Learn how Aerialink experts can help you leverage the unique capabilities of business texting and get you set up with the right solutions, accelerate time to market, and make the most of your messaging investment.

Source 1 Google/Phocuswright Travel Study 2017





Aerialink Solutions

Offering a Partnership, Not Just a Platform. Aerialink™ provides a robust cloud communications platform enabling reliable, global delivery of SMS, and MMS messaging. From small to large enterprises, businesses rely on Aerialink for fast and reliable message delivery to 1,200 mobile networks in 220 countries. Aerialink serves as a trusted advisor to customers, leveraging industry knowledge in communications best practices, assisting in service implementation, and delivering superior technical support.

Intelligent. Responsive. Flexible. Take control of your business messaging with Aerialink Conversations, an intelligent, flexible solution transforming how sales and service teams’ text with customers. Deliver exceptional customer experiences by fine-tuning the management of text communications at scale. The award-winning solution equips your teams to streamline conversation handling, speed up response times, increase sales conversions, and help ensure communications compliance.

Call or text us at +1 800-449-9477 or send us a quick email: [email protected]

Visit our website, www.aerialink.com

Documents

Provide great guest service through texting. Be more ...€¦ · Texting Solutions Texting is a key pillar of communication that gives businesses a way to reach 7.3 billion mobile