Hotelchamp Achieves Global Customer Support Certification

This week, Hotelchamp earned Hotel Tech Report’s Global Customer Support Certification (GCSC) for its investments into tools, processes and strategies to ensure the ongoing success of its customers earning the Level I certification with strong scores across the four of the key pillars of the GCSC Rubric including: pre-emptive support, reactive support, coaching and customer validation.

The Hotel Tech Report GCSC certification program analyzes software vendors along critical dimensions of customer support infrastructure in order to help hoteliers minimize risk and maximize positive outcomes when selecting technology partners.  In order to become certified, companies must open their internal systems to Hotel Tech Report for assessment along the rigorous 34-point GCSC Certification Rubric.

“Every company has its own level of sophistication when it comes to internal processes as well as it's own flavor of how they deliver on their promises to customers.  Where Hotelchamp's support and success operation really differentiates is in the sophistication of their internal processes that enable them to closely measure and monitor customer outcomes both in terms of product usage and adoption as well as in terms satisfaction and success.  After getting a glimpse into Hotelchamp's internal processes and documentation it became abundantly clear what a difference it can make to have a product and operations focused c-suite executive like Andre at the helm of customer success and support.  From sophisticated internal documentation on customer journeys and workflows to deep product usage analytics through Looker, the level of focus and expertise that the Hotelchamp team has put to work towards ensuring successful outcomes for their customers is pretty inspiring." Hotel Tech Report co-founder Adam Hollander.

"The connection to our customers doesn't exhaust itself by a support channel, we are offering to get in contact. We proactively drive education, knowledge building and platform success to this amazing industry. For hoteliers to gain control over their direct channel, for their guests to experience the same personalisation and hospitality online as they do offline." - Kristian Valk, CEO @ Hotelchamp

The below GCSC assessment outlines the verified systems and processes that Hotelchamp has in place to educate, train, retain and support customers.

Hotelchamp's GCSC Assessment Summary 

• Rubric Score: 19/34

• Certification Level: I

• Customer Orientation: Customer Minded

• Recommendation: Recommended

• Support Team Size: 11

• Support Team Leaders: Andre Bressel, COO @ Hotelchamp

• Certified Since: September 23, 2019

• Valid Through: September 23, 2021

• Support Stack: Jira, Intercom, Autopilot, Aha!, Typeform, Looker.io, Eventbrite, Youtube

GCSC Support Rubric Section I: Pre-Emptive Support 

The Pre-Emptive support pillar of the GSCG Scoring Rubric audits the tools and processes the vendor has in place to provide customers with easy access to self-help resources.  These self-help resources serve as a basis to offer easy troubleshooting as well as to preempt answers to product related questions before they arise providing a more intuitive and seamless experience for clients.  The following are the rubric items that Hotel Tech Report has verified that Hotelchamp has in place for clients:

• • Online knowledge base/help center: Vendor offers a searchable help center for customers to easily find answers to common customer questions.

  • Online training videos: Vendor offers pre-recorded videos that clients can access 24/7 for self-teaching and deeper product knowledge.

  • In-app guided tours: Vendor offers in-app guided tours that are embedded within their interface to provide coaching and education for users to organically discover and easily access while using the product.

  • Proprietary data recommendations: Vendor aggregates product usage data across clients to benchmark performance and provide recommendations to their users to help them learn about best practices, make better decisions and maximize product utilization.

GCSC Support Rubric Section II: Reactive Support 

The Reactive Support Pillar assesses the company's responsiveness to clients and their ability to resolve issues quickly when they arise ensuring prompt response and service to clients.  The following are the rubric items that Hotel Tech Report has verified that Hotelchamp has in place for clients:

• • Transparent process: Vendor has opened up their systems to Hotel Tech Report via screen share to verify their tools and processes in place to deliver customer support.

  • Email support or phone support: Vendor at least one of the traditional methods of customer support channels, email or phone support (additional channels: phone, chat, email)

  • Multi-lingual support: Vendor offers support in the languages where they have active clients

  • Purpose built support and ticket management tool: Vendor utilizes professional customer support software that has functionality to effectively manage support tickets, followup, escalations and analytics.

  • Live Chat support: Vendor offers website or in-app live chat as an alternative customer support channel.

  • Feature request tracking: Vendor offers the ability for clients to easily submit feature requests and has a methodology in place for escalating high priority features.

   

GCSC Support Rubric Section III: Customer Success & Coaching

While keeping customers happy is commonly thought of by software companies as the top priority, keeping them well informed is of equal importance. The third pillar of the GCSC Rubric identifies the key ways that vendors inform, educate and train their customers to realize successful outcomes with their products.  The following are the rubric items that Hotel Tech Report has verified that Hotelchamp has in place for clients:

• • Managed Services: Vendor offers additional consulting and managed services to help clients maximize their usage of the product.

  • Customer satisfaction monitoring (ex. NPS surveys, CSAT): Vendor has processes in place to regularly monitor customer satisfaction.

  • Quarterly success check ins: Vendor offers [at least] quarterly customer success check ins to review progress, share best practices and ensure that clients are successful and happy with the product or service.

  • Performance reporting: Vendor offers reporting and analytics to show clients the value of the product or service: 

  • Customer conference: Vendor produces an in-person or online user conference to build a community, share product updates and educate users on best practices.

GCSC Support Rubric Section IV: Customer Validation

The GCSC’s 34-point rubric and Hotel Tech Report’s verification of internal tools and processes validate the vendor's systems in place; however, the validation of the success of these tools and processes can most significantly be validated by the unbiased perspectives of real hotelier customers.  This pillar looks at unbiased verified client reviews and satisfaction scores to validate that the processes in place are working in the eyes of customers based on their satisfaction ratings.  The following are the rubric items that Hotel Tech Report has verified that Hotelchamp has in place for clients:

• Basic Feedback Validation: Vendor meets minimum requirement for client feedback with more than 10 verified client reviews.

• 4.5* avg. customer support rating: Vendor has outstanding customer support ratings averaging more than 4.5/5 across all client reviews.

About the Hotel Tech Report Global Customer Support Certification (GCSC)

Support is one of the most critical aspects of the vendor selection process and yet historically there has never been a way to know the quality of a company’s support, until now. Using Hotel Tech Report’s proprietary framework, companies are assessed along four key dimensions: pre-emptive support, reactive support, coaching/success and client validation to provide hoteliers unprecedented levels of transparency to more easily identify top technology partners.

For more information please visit: https://partners.hoteltechreport.com/global-support-certification/