This article was written and published in Spanish and has been translated into English via Google Translate. Click here to read the original article.
The potential of chatbots to improve the user experience and sale is high and incorporating one to the hotel website sounds like a good idea, as they recognize in Mirai, as they already advanced in 'The chatbots, new booking channel?', Published by tourism news outlet, HOSTELTUR. Although they admit that "the chatbots industry is still under development and there are fringes to improve, it is also true that it is convenient to start getting acquainted with them because sooner or later they will be permanent travel companions." But "the main key to the success of a chatbot is not himself, but the use of the hotelier."
Chatbots, as stressed by Mirai, "are not tools to‘ put and I forget." They require your time and dedication, especially at the beginning. The more time and care we dedicate, the better it will work. We cannot pretend that a chatbot thinks and answers like us from day one. Logically, much of the success depends on the quality of the tool chosen, but we would put the factor of the use itself as first on the list. ”
That is why Mirai has incorporated HiJiffy into its reservation system so that its customers integrate it in order to improve communication with users and enhance upselling. HiJiffy includes a chatbot to automate the service and quote reservations on the hotel's website, its Facebook Messenger page, WhatsApp, Telegram, Line, WeChat and even through the Booking.com platform.
It is “an all-in-one communication platform for hotels” that allows them to improve communication with their customers in a simple, efficient and effective way, being able to successfully manage “up to 60% of the queries made by users”, explains HiJiffy CEO, Tiago Araújo.
The integration between Mirai and HiJiffy allows chatbot users to quote in real time the requested reservation, with options to facilitate upselling.
The integration carried out between HiJiffy and Mirai allows chatbot users to quote accurately and at the moment a reservation, given dates and occupancy, differentiating even between adults and children if necessary, by extracting in real time the information from the system Mirai reservations.
This implies, as highlighted by the consultant, “a degree of integration far superior to other chatbots/engines that end up redirecting any query to the engine without even knowing if there is availability or at what price, which in many cases ends in a frustrating experience for the customer who wants concrete answers.”
With a good quote in real time, they add the same sources, “customers will be able to, after solving their doubts in the chatbot, check availability and prices and go to reserve without any problem and in a very natural way, both on computer and mobile devices" HiJiffy shows all available rooms, as well as the cheapest rate as a starting point. It also presents photos, in addition to a brief description of the room to facilitate decision making and upselling.
HiJiffy is implemented with a quick installation and configuration, is present in all relevant channels, and available for both independent hotels and chains, with the possibility of creating content shared between all establishments from the same console.
In addition, if human intervention in the conversation is required, it is transferred to the indicated agent, registering all the conversations, as well as the questions that did not have the appropriate answer, to continue feeding the chatbot in order to improve its performance. Reports on their performance are also generated, with the possibility of collecting the most common complaints or customer satisfaction index, among other options.
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