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10 Best Guest Messaging Software

Hospitality customer service and messaging tool revolutionizing the way hotels and their guests c...
This vendor is trending with growing share of voice.
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97
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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COMPANY DESCRIPTION

Whistle is a Hospitality customer service and communication tool. With over 85% of travelers carrying their smartphones, Whistle allows Hotels... read more

  • Based in
    Los Angeles, California
  • Founded in
  • 7 employees on Linkedin
Guest & Staff Messaging for Hotels
Regional
This vendor has active customers in fewer than 3 countries, check the map on their profile to make sure they service your region.
94
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

HelloShift’s Guest Engagement Suite lets guests text with hotels. HelloShift integrates with the PMS and automatically sends helpful texts... read more

  • Based in
    San Francisco (United States)
  • Founded in
  • 3 employees on Linkedin

Zingle

Ranked 3rd in Guest Messaging Software Top Alternative: Whistle (9.7 /10)
Zingle connects your hotel staff and your guests, the way everyone wants to communicate – via m...
Regional
This vendor has active customers in fewer than 3 countries, check the map on their profile to make sure they service your region.
94
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

Zingle is a messaging-based guest engagement platform that enables two-way communication with guests on the channels they prefer. &nbsp... read more

  • Based in
    Carlsbad, CA
  • Founded in
  • 54 employees on Linkedin
Not sure which Guest Messaging Software is right for your hotel?
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Guests can message the front desk for any service or request - without the need to download an ap...
Regional
This vendor has active customers in fewer than 3 countries, check the map on their profile to make sure they service your region.
83
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

With ALICE Guest Messaging, Increase engagement: Make it easier for your guests to request hotel services and amenities, anytime, anywhere... read more

  • Based in
    New York (United States)
  • Founded in
  • 100 employees on Linkedin
Guest feedback and messaging solutions to enhance the onsite guest experience.
81
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

73% of guests are communicating with hotels through email, social, or messaging. Guests report significantly higher satisfaction ratings when... read more

  • Based in
    München (Germany)
  • Founded in
  • 170 employees on Linkedin
Message Your Guest in App of Their Choice - WhatsApp, WeChat, In Your App, Web, SMS, FB Messenger...
This vendor is trending with growing share of voice.
Learn more
78
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

Build lasting guest relationships before, during and after their stay with our award winning ‘Ahoy Guest Messaging’ platform... read more

  • Based in
    United States
  • Founded in
  • 38 employees on Linkedin

Kipsu

Ranked 7th in Guest Messaging Software Top Alternative: Whistle (9.7 /10)
Real Time Engagement solution enabling service-driven hoteliers to build relationships with their...
77
HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn more

COMPANY DESCRIPTION

Real Time Engagement solution enabling service-driven hoteliers to build relationships with their guests using texting and digital messaging... read more

  • Based in
    Minneapolis, MN
  • Founded in
  • 41 employees on Linkedin

Bookboost

Ranked 9th in Guest Messaging Software Top Alternative: Whistle (9.7 /10)
Increasing guest satisfaction and creating new revenue for hotels by Guest Messaging.

COMPANY DESCRIPTION

Bookboost develops and provides Guest Messaging solutions for hotels. Our Guest Messaging tool enables Omnichannel Website Chat, Keyword... read more

  • Based in
    Sweden
  • Founded in
  • 11 employees on Linkedin

Akia

Ranked 10th in Guest Messaging Software Top Alternative: Whistle (9.7 /10)
Use artificial intelligence to manage text-messaging with your guests.

COMPANY DESCRIPTION

The modern traveler is becoming more technologically adept. Reach them, and let them reach you, using the apps they already have installed on... read more

  • Based in
    Menlo Park (United States)
  • Founded in
  • 5 employees on Linkedin

Recent Guest Messaging Software Articles

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How to improve guest satisfaction with Zingle's messaging tech

by
Hotel Tech Report

Everyone texts -- and not just with friends and family: 9 out of 10 consumers prefer to text businesses they frequent. And, increasingly, many turn to messaging apps for regular communications: 55% of U.S. consumers use a mobile messaging app at least once a month. The proliferation of inbound communications channels creates complexity for hotels; it’s just not simple to manage, track, and triage requests across so many different channels.  This complexity is why more hospitality brands are implementing guest engagement technology. The tech pulls guest communications into a single platform, enabling guests to communicate seamlessly with hotels via text messaging, apps, and social media.  These platforms generally rely on automation and A.I.-powered chatbots to augment human customer service agents, a trend that Salesforce sees as growing by 241% in the next 18 months. The combination allows for a more nuanced approach to customer service, pushing predictable requests to chatbots and complex interactions to humans. This combination increases the relevance, accuracy, speed, and convenience of your guest communications. A recent SalesForce report predicts a 241% increase in usage of A.I. chatbots across travel and hospitality. One of the leading guest messaging platforms serving hospitality brands is Zingle, which enables hotels to provide more consistent, accurate communications through whichever channels guests prefer. The platform also streamlines comms for staff, uniting all conversations in one place so nothing is overlooked.  The benefits of stronger guest engagement is threefold: improved operational efficiency, better guest satisfaction, and higher RevPAR. Staff is more efficient, wastes less time, and respond to requests quicker, so guests are more satisfied and leave better reviews (and thus higher RevPAR).  Here are three key ways that Zingle’s guest engagement platform increases the relevance, accuracy, speed, and convenience of your guest communications.    #1: A more personalized experience Personalization is certainly buzzed about -- but it’s no longer just a buzzword, it’s a best practice. For hotels, this plays out in very specific ways, such as these two recent experiences from Hotel Tech Report staff with hotel guest messaging platforms. The Thompson Cape in Cabo used a guest messaging platform to ask about allergies during our stay last September.  We disclosed a severe allergy to pumpkin seeds which enabled the hotel to ensure all outlets (e.g. the pool bar, room service, etc.) were able to help us avoid incident. More recently, at the Kimpton EPIC Hotel in Miami during Amadeus’ customer conference, a front desk agent named Dante texted the guest to let them know of his availability for any issues; sure enough, the key didn’t work and Dante sent a new one up after a single text avoiding what could have been an extremely poor arrival experience. These experiences underscore just how much personalized texting can help to improve the guest experience and mitigate risk of issues while on property. Unfortunately, there’s still a disconnect between what consumers expect and what hospitality brands deliver. In a 2018 Epsilon survey, 87% of respondents said they are more likely to do business with travel websites/apps offering personalized experiences. And yet only 64% say travel brands currently deliver personalized experiences either very or somewhat well. The gap between consumer expectations and actual performance is a massive opportunity across a hotel’s operation. For marketers, personalization can boost conversions for things like end-of-stay surveys and review requests. For GMs, personalization means more efficient allocation of resources.   Notable feature: Put your hotel at the leading edge of personalization with Zingle’s modules, called “zings.” Each zing is customizable to respond to specific triggers, similar to setting up marketing automation workflows or email drip campaigns. These flows allow hotels to customize how messages are routed, and what happens on specific triggers. For instance, hotels can personalize a checkout survey or escalate a lost-and-found request to the right person.     #2: More streamlined communications  There’s nothing worse than a hotel that silos guest communications by channel, as it leads to a poor experience -- a guest may have messages unanswered or have to explain a situation over and over to whomever is tasked with answering a particular channel.  And that’s not just frustrating for guests: Hotel staff also struggle with siloed guest communications, as knowledge isn’t always shared across shifts. Without a single source of truth, there’s a bad feeling of always playing catch up.   Part of providing a consistent experience means that guests are able to communicate how they like with the hotel. Guests want to be able to chat, text, or call, and know that the requests are all being monitored. They don’t care how they make a request; they just want requests answered -- and fulfilled -- promptly.  A guest messaging platform helps hotels meet that expectation. With a single platform for communications, staff aren’t constantly toggling between tools and can respond to guests across all channels (including popular messaging apps like WhatsApp). The fact that Zingle’s A.I.-driven system also answers common questions and escalates service issues to humans means that it’s like having a new staff member working 24/7.  Hotels that use Zingle emphasize how easy it is for both guest and staff, saying that it is a “wonderful amenity that streamlines communication.”  “We like the ease of contacting guests. This is great for special in-house offers at the outlets, we have seen extra revenue at the spa when we send out specials. It's also great to alert groups when the function has been moved inside due to weather. We had a pipe break a few weeks back and used Zingle to alert the guests that the water would be shut off from 1-3.” ~ Assistant GM from Clearwater, United States The fact that this GM identifies both guests and associates as strong advocates underscores how powerful a unified communications platform can be. Staff is less stressed, confused, and overwhelmed managing new and existing requests, and guests get the support they need quickly on channels they already use. This consistency help hotels deliver the best experience possible -- and to quickly resolve emerging problems before they escalate.  Notable feature: Zingle’s platform resolves common guest requests with intelligent routing. There are also “quick keys” for common messages, which saves agents time when responding directly to guests. The intelligent routing and shortcuts reduce the amount of time staff spends on repetitive responses while also quickly getting guests the information they seek.    #3: A more empowered staff A guest engagement platform makes staff more productive. Guests receive responses personalized to their requests, some of which are boilerplate responses to common questions (“Where’s the gym”) and others are written by customer service agents. With Zingle handling routine requests, staff can devote more brainpower to complex tasks. The Salesforce report we mentioned earlier also found that: Chatbots make customer service agents 64% more efficient and frees them up to spend more time solving complex problems.   Guests also get frustrated when hotels make it difficult to find answers to common questions. With customer service agents spending less time on repetitive responses, it benefits both teams and customers alike. Staff have more bandwidth to resolve those thornier guest issues which results in a better guest experience.  For example, let’s say a front desk agent is busy answering a phone call about the pool’s opening hours. Zingle’s A.I. could have answered that question on its own, freeing up the front desk agent for higher-impact tasks, such as taking a new reservation or handling a high-touch guest request. As La Cantera Resort & Spa’s Director of Revenue confirms in a recent review, Zingle’s automation makes guests happier and frees up staff so that more can get done:    Read more Zingle reviews Notable feature: Sentiment-based alerts. Zingle actively monitors inbound communications, acting as a 24/7 sentry for your property’s guest experience. Overlooking a negative message can poison the guest experience -- and damage your brand. Zingle’s sentiment-based alerts allow you to prioritize resources so that the most pressing situations are addressed first. This automatically identifies opportunities for service recovery -- and ensures that a bad situation doesn’t get worse.      Bringing it all together With its cross-platform messaging, Zingle will keep your staff organized and on-point, uniting guest communications in one place -- regardless of channel. The platform does all the work, reliably and consistently. Guests don’t even need to know how their requests are processed. The platform simply routes it all according to a property’s rules, without any intervention. For pricing, Zingle offers a free trial so hotels can try before they buy. After the trial, there’s a one-time implementation fee and a monthly subscription charged on a per room basis. To get set up, you’ll need to thoughtfully map out your guest touchpoints, connect your communications channels to the platform, and then train staff. Zingle’s team has 10 years of experience, so implementation actually becomes a great opportunity to improve operations.   One final piece of data to guide your decision in choosing a guest messaging software: consumers prefer a blend of chatbots and human agents. It’s not as simple as replacing one for the other. By implementing a A.I.-driven model that relies on the strengths of both bots and humans, hotels stand to benefit immensely from an improved guest experience that results in better reviews.    

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Leading Hotel Guest Messaging Platform, Whistle, Releases WhatsApp Integration, Artificial Intelligence, and Upselling Ahead of HFTP HITEC Minneapolis 2019

by
Christopher Hovanessian

Whistle is the leading Guest Messaging Platform in the hospitality industry, powering real-time guest communication via SMS, Mobile Messaging Applications, Email, and Website Live Chat. Now, the company has added three new modules to its offerings: an integration with WhatsApp, Artificial Intelligence, and the ability to drive and capture revenue through Upselling. WhatsApp - With over 1.5 billion active users in over 180 countries, WhatsApp is one of the most important messaging applications available on the market today. By harnessing this integration, Whistle is able to give hoteliers an even wider ability to access their guests. A two-way integration allows hotel guests who prefer WhatsApp to communicate directly with their hotel! Artificial Intelligence - Whistle's very own, in-house conversational Artificial Intelligence (AI) / Machine Learning (ML) model now has predictions in the 80%+ range across the board, in every category. With Whistle's new AI / ML introductions, the application now understands guests' questions and requests. With this knowledge, Whistle can suggest or automatically prompt the appropriate response back to the guest, and even auto-prompt service requests and work orders to internal departments. Upselling - Whistle's platform now helps hotels capitalize on Conversational Commerce, driving revenue through POS integrations. Guests can now request and purchase items, adding the charges to their room, directly through messaging. Hotels are driving ancillary revenue, much to the delight of their guests. "Our hoteliers are increasingly gaining back control of their own guests," says Whistle CEO, Christopher Hovanessian. "We are able to provide the necessary tools to boost the entire guest experience from booking to departure, along with a dramatic business improvement for hotels. Hotels using Whistle will continue to have the upper-hand, as we explore new offerings to continuously deliver this advantage."

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Zingle Unveils Next Evolution of AI-Powered Guest Messaging Platform for Hotels

by
David Wang

New Artificial Intelligence & Analytics Features Give Hotels Enhanced Opportunity to Personalize the Guest Experience CARLSBAD, CALIF. (PRWEB) JUNE 03, 2019 With hoteliers continuing to double down on technology spending aimed at increasing loyalty and personalizing the end-to-end travel experience, leading business-to-customer messaging solution, Zingle, today announced several new artificial intelligence and analytics features designed to do just that. After raising an additional $11M in funding late last year, the Zingle team has been focused on building out their suite of hospitality-specific product features. These features, which enable hotels to communicate with guests in more meaningful and personalized ways while capturing powerful and actionable insights to improve operations, include:   Auto-categorization Auto-categorization takes Zingle’s manual categorization of messages to the next level, applying artificial intelligence to automatically categorize messages. This gives hotels greater insights into trending topics and potential service issues.   Rollup Analytics Rollup analytics and reporting is a powerful way to gain insight into guest engagement and resolution performance, not just for a specific location, but across all the properties in a portfolio. Users are able to get as granular as needed with filtering and grouping capabilities, or select different attributes to look at big-picture performance metrics across all properties.   Intent-triggered Automation Automations (“Zings”) are powerful, automated workflows hotel operators can deploy to drive operational efficiencies and improve the guest experience. Zingle users can set up a “trigger” that will automate an “action.” Intent-triggered automations use Zingle’s trained AI to recognize hospitality focused “intents” in guest messages. There are dozens of intents available today, including intents to recognize plumbing issues, process information requests (like gym hours), or request room-cleaning.   Conversation Analytics Zingle’s new conversation analytics provide real-time data and insights on how responsive guests are through all the messaging channels Zingle supports, and how effective staff is in responding to and resolving guest needs. Reports include insights on conversation volumes, median messages per conversation, peak message times, user responsiveness and resolution times by agent, resolution performance by time period, and more. Analytics provide actionable guidance for increased customer engagement, as well as the ability to maximize team efficiency and effectiveness.   “Since introducing the ability for hotels and their teams to harness the power of intent through Zingle’s AI capabilities, we’ve been thrilled to see a tremendously positive response from our customers,” said Ford Blakely, CEO & Founder of Zingle. “These newest features further our mission to give hospitality brands the opportunity to meet the continuously evolving expectations of their customers, and harness rich insights to ensure they are doing so in the most operationally effective and efficient ways.” In addition to a steady stream of new product features and enhancements, Zingle has seen impressive growth in its customer base, and an explosive expansion of activity on its platform as hotels discover new and innovative ways to engage and service guests with brand-differentiated experiences orchestrated through Zingle. In recent quarters, hundreds of new hotels and resorts have subscribed to Zingle’s software-as-a-service solution, including properties from such notable brands as Kalahari Resorts, InterContinental Hotels & Resorts, and Great Wolf Lodge. The number of conversations facilitated through Zingle’s messaging platform increased 227% year-over-year.

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Zingle raises $11 million to unify hotel messaging services

by
David Wang

Zingle aims to target the $500 billion hotel industry’s pain points with a potent combination of AI and text messaging, and it’s raising money to do it. The Carlsbad, California-based tech startup today announced that it has secured an additional $11 million in funding from PeakSpan Capital, bringing its total capital raised to $15 million. Zingle says the funds will be used to grow its staff. The company also revealed that it has completed its acquisition of Philadelphia-based Presto AI, a hospitality-focused computational linguistics and data science startup, and that it recently expanded its executive team. Jason Hekl and Ellis Connolly have been appointed senior vice president of marketing and senior vice president of sales, respectively, and former Intuit exec Eric Pannese will assume the role of senior vice president of product. At its core, Zingle is a messaging service provider — its web-based dashboard and mobile apps (for iOS and Android) collate hotel guest texts sent via Facebook Messenger, Line, Twitter, SMS, and other sources into a unified view. But it claims its platform is more capable than those of competitors like Twilio, Plivo, and Tropo. Zingle can translate between more than 90 languages and serve up message templates on command or automatically segment contacts with custom rules. Robust profiles and group messaging support allow hotel managers and staff to add pertinent info, like appointments, check-in dates, check-out dates, and customer status, and to connect with multiple contacts at once. And thanks to AI that analyzes message intent, Zingle’s built-in chatbots can suss out requests and follow up with guests in one of three ways: by automatically replying, suggesting a response for hotel staff to execute, or triggering one of 25 actions (like creating a service ticket). Zingle’s platform analyzes millions of messages each month, the company says. To date, it has exchanged over 120 million messages with guests at Hyatt, Broadmoor, Great Wolf, and other hotel and resort chains, and it can categorize over 150 different intents. Furthermore, it provides analytics for all of those messages, enabling hotel staff to make data-driven decisions. “Today’s consumers expect the brands they do business with to provide memorable experiences and top-notch customer service,” said Ford Blakely, who worked as a business and financial consultant with LECG prior to founding Zingle in 2009. “These preferences ring especially true in the hospitality space, where travelers have a wide array of services to choose from. Zingle’s platform gives hospitality brands the ability to provide exemplary service and deliver personalized experiences.” Zingle is now laser-focused on the hotel industry, after an early pivot away from restaurants, coffee shops, and other service businesses. (The company initially marketed a hardware device that printed out takeout order numbers for businesses and responded to customers by texting a confirmation.) But it intends to target other hospitality verticals in the future, including food, beverage, and retail. “In the last five years, travel companies have raised more than $1 billion in venture capital funding,” said Matt Melymuka, cofounder and partner at PeakSpan Capital. “The majority of these companies are in the business of creating experiences. As more traditional players in the hospitality space look to augment their offerings to compete with this new wave of companies, Zingle provides a simple, yet highly effective way for properties to engage with guests in a more personalized way, thus transforming an ordinary stay into a memorable one.” Previous Zingle investors include Rincon Venture Partners and CrossCut Ventures.

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Whistle Ranked #1 Guest Messaging Platform For Second Consecutive Year In HotelTechAwards

by
Christopher Hovanessian

Whistle is the leading Guest Messaging Platform in the hospitality industry, powering real-time guest communications via SMS, Mobile Messaging applications, Email, and Website Live Chat. Whistle helps tens-of-thousands of hoteliers by effectively increasing guest satisfaction and streamlining internal operations. Millions of hotel guests around the globe have already experienced the service, and the company is working hard to continuously help hotels expand this reach. With Whistle's cloud-based solution, hotels can integrate their Property Management System, setup automated messages, and deploy opt-in functionality in minutes, creating a consistent and effortless experience. Powerful Analytics and Reporting give managers operational insight, and team messaging means no more radio nuisances! "Our hoteliers are increasingly gaining back control of their own guests," says Whistle CEO, Christopher Hovanessian. "We are able to provide the necessary tools to boost guest engagement first, and drive up guest satisfaction thereafter. The significant improvement in the guest's experience makes hotels more competitive in their own market and in the broader sense, taking into account the growing threats from third-party technology companies. We want hotels to continue to have the upper-hand, and will explore new offerings this coming year to continuously deliver this advantage." Read what our hotels are saying on HotelTechReport, and try Whistle today!

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Recent Guest Messaging Software News & Community Updates

Leading Hotel Guest Messaging Platform, Whistle, Releases WhatsApp Integration, Artificial Intelligence, and Upselling Ahead of HFTP HITEC Minneapolis 2019

Whistle

Whistle is the leading Guest Messaging Platform in the hospitality industry, powering real-time guest communication via SMS, Mobile Messaging Applications, Email, and Website Live Chat. Now, the company has added three new modules to its offerings: an integration with WhatsApp, Artificial Intelligence, and the ability to drive and capture revenue through Upselling. WhatsApp - With over 1.5 billion active users in over 180 countries, WhatsApp is one of the most important messaging applications available on the market today. By harnessing this integration, Whistle is able to give hoteliers an even wider ability to access their guests. A two-way integration allows hotel guests who prefer WhatsApp to communicate directly with their hotel! Artificial Intelligence - Whistle's very own, in-house conversational Artificial Intelligence (AI) / Machine Learning (ML) model now has predictions in the 80%+ range across the board, in every category. With Whistle's new AI / ML introductions, the application now understands guests' questions and requests. With this knowledge, Whistle can suggest or automatically prompt the appropriate response back to the guest, and even auto-prompt service requests and work orders to internal departments. Upselling - Whistle's platform now helps hotels capitalize on Conversational Commerce, driving revenue through POS integrations. Guests can now request and purchase items, adding the charges to their room, directly through messaging. Hotels are driving ancillary revenue, much to the delight of their guests. "Our hoteliers are increasingly gaining back control of their own guests," says Whistle CEO, Christopher Hovanessian. "We are able to provide the necessary tools to boost the entire guest experience from booking to departure, along with a dramatic business improvement for hotels. Hotels using Whistle will continue to have the upper-hand, as we explore new offerings to continuously deliver this advantage."

Zingle Unveils Next Evolution of AI-Powered Guest Messaging Platform for Hotels

Zingle

New Artificial Intelligence & Analytics Features Give Hotels Enhanced Opportunity to Personalize the Guest Experience CARLSBAD, CALIF. (PRWEB) JUNE 03, 2019 With hoteliers continuing to double down on technology spending aimed at increasing loyalty and personalizing the end-to-end travel experience, leading business-to-customer messaging solution, Zingle, today announced several new artificial intelligence and analytics features designed to do just that. After raising an additional $11M in funding late last year, the Zingle team has been focused on building out their suite of hospitality-specific product features. These features, which enable hotels to communicate with guests in more meaningful and personalized ways while capturing powerful and actionable insights to improve operations, include:   Auto-categorization Auto-categorization takes Zingle’s manual categorization of messages to the next level, applying artificial intelligence to automatically categorize messages. This gives hotels greater insights into trending topics and potential service issues.   Rollup Analytics Rollup analytics and reporting is a powerful way to gain insight into guest engagement and resolution performance, not just for a specific location, but across all the properties in a portfolio. Users are able to get as granular as needed with filtering and grouping capabilities, or select different attributes to look at big-picture performance metrics across all properties.   Intent-triggered Automation Automations (“Zings”) are powerful, automated workflows hotel operators can deploy to drive operational efficiencies and improve the guest experience. Zingle users can set up a “trigger” that will automate an “action.” Intent-triggered automations use Zingle’s trained AI to recognize hospitality focused “intents” in guest messages. There are dozens of intents available today, including intents to recognize plumbing issues, process information requests (like gym hours), or request room-cleaning.   Conversation Analytics Zingle’s new conversation analytics provide real-time data and insights on how responsive guests are through all the messaging channels Zingle supports, and how effective staff is in responding to and resolving guest needs. Reports include insights on conversation volumes, median messages per conversation, peak message times, user responsiveness and resolution times by agent, resolution performance by time period, and more. Analytics provide actionable guidance for increased customer engagement, as well as the ability to maximize team efficiency and effectiveness.   “Since introducing the ability for hotels and their teams to harness the power of intent through Zingle’s AI capabilities, we’ve been thrilled to see a tremendously positive response from our customers,” said Ford Blakely, CEO & Founder of Zingle. “These newest features further our mission to give hospitality brands the opportunity to meet the continuously evolving expectations of their customers, and harness rich insights to ensure they are doing so in the most operationally effective and efficient ways.” In addition to a steady stream of new product features and enhancements, Zingle has seen impressive growth in its customer base, and an explosive expansion of activity on its platform as hotels discover new and innovative ways to engage and service guests with brand-differentiated experiences orchestrated through Zingle. In recent quarters, hundreds of new hotels and resorts have subscribed to Zingle’s software-as-a-service solution, including properties from such notable brands as Kalahari Resorts, InterContinental Hotels & Resorts, and Great Wolf Lodge. The number of conversations facilitated through Zingle’s messaging platform increased 227% year-over-year.

Zingle raises $11 million to unify hotel messaging services

Zingle

Zingle aims to target the $500 billion hotel industry’s pain points with a potent combination of AI and text messaging, and it’s raising money to do it. The Carlsbad, California-based tech startup today announced that it has secured an additional $11 million in funding from PeakSpan Capital, bringing its total capital raised to $15 million. Zingle says the funds will be used to grow its staff. The company also revealed that it has completed its acquisition of Philadelphia-based Presto AI, a hospitality-focused computational linguistics and data science startup, and that it recently expanded its executive team. Jason Hekl and Ellis Connolly have been appointed senior vice president of marketing and senior vice president of sales, respectively, and former Intuit exec Eric Pannese will assume the role of senior vice president of product. At its core, Zingle is a messaging service provider — its web-based dashboard and mobile apps (for iOS and Android) collate hotel guest texts sent via Facebook Messenger, Line, Twitter, SMS, and other sources into a unified view. But it claims its platform is more capable than those of competitors like Twilio, Plivo, and Tropo. Zingle can translate between more than 90 languages and serve up message templates on command or automatically segment contacts with custom rules. Robust profiles and group messaging support allow hotel managers and staff to add pertinent info, like appointments, check-in dates, check-out dates, and customer status, and to connect with multiple contacts at once. And thanks to AI that analyzes message intent, Zingle’s built-in chatbots can suss out requests and follow up with guests in one of three ways: by automatically replying, suggesting a response for hotel staff to execute, or triggering one of 25 actions (like creating a service ticket). Zingle’s platform analyzes millions of messages each month, the company says. To date, it has exchanged over 120 million messages with guests at Hyatt, Broadmoor, Great Wolf, and other hotel and resort chains, and it can categorize over 150 different intents. Furthermore, it provides analytics for all of those messages, enabling hotel staff to make data-driven decisions. “Today’s consumers expect the brands they do business with to provide memorable experiences and top-notch customer service,” said Ford Blakely, who worked as a business and financial consultant with LECG prior to founding Zingle in 2009. “These preferences ring especially true in the hospitality space, where travelers have a wide array of services to choose from. Zingle’s platform gives hospitality brands the ability to provide exemplary service and deliver personalized experiences.” Zingle is now laser-focused on the hotel industry, after an early pivot away from restaurants, coffee shops, and other service businesses. (The company initially marketed a hardware device that printed out takeout order numbers for businesses and responded to customers by texting a confirmation.) But it intends to target other hospitality verticals in the future, including food, beverage, and retail. “In the last five years, travel companies have raised more than $1 billion in venture capital funding,” said Matt Melymuka, cofounder and partner at PeakSpan Capital. “The majority of these companies are in the business of creating experiences. As more traditional players in the hospitality space look to augment their offerings to compete with this new wave of companies, Zingle provides a simple, yet highly effective way for properties to engage with guests in a more personalized way, thus transforming an ordinary stay into a memorable one.” Previous Zingle investors include Rincon Venture Partners and CrossCut Ventures.

Whistle Ranked #1 Guest Messaging Platform For Second Consecutive Year In HotelTechAwards

Whistle

Whistle is the leading Guest Messaging Platform in the hospitality industry, powering real-time guest communications via SMS, Mobile Messaging applications, Email, and Website Live Chat. Whistle helps tens-of-thousands of hoteliers by effectively increasing guest satisfaction and streamlining internal operations. Millions of hotel guests around the globe have already experienced the service, and the company is working hard to continuously help hotels expand this reach. With Whistle's cloud-based solution, hotels can integrate their Property Management System, setup automated messages, and deploy opt-in functionality in minutes, creating a consistent and effortless experience. Powerful Analytics and Reporting give managers operational insight, and team messaging means no more radio nuisances! "Our hoteliers are increasingly gaining back control of their own guests," says Whistle CEO, Christopher Hovanessian. "We are able to provide the necessary tools to boost guest engagement first, and drive up guest satisfaction thereafter. The significant improvement in the guest's experience makes hotels more competitive in their own market and in the broader sense, taking into account the growing threats from third-party technology companies. We want hotels to continue to have the upper-hand, and will explore new offerings this coming year to continuously deliver this advantage." Read what our hotels are saying on HotelTechReport, and try Whistle today!

Quore collaborates with Whistle for integration

Whistle

Quore is collaborating with Whistle, a hotel guest messaging platform. Whistle provides a cloud-based solution that enables hotel employees to engage with guests in real-time through SMS and mobile messaging apps such as Facebook Messenger and Viber. Guests’ mobile messages and requests are sent to the hotel and are now processed through Quore’s hotel-management platform, which notifies the appropriate staff members to fulfill the request. “This collaboration significantly enhances a property’s guest experience and make employees’ jobs easier by allowing for faster service, all through a single user-friendly software,” Quore founder Scott Schaedle said in a statement. Whistle reports guest engagement rates between 75 percent and 95 percent, with many hotels experiencing significant increases in guest service scores within two months of use. 
 Whistle allows for property-management system and automated rule-based messaging integration, providing users with multiple customization options. Hotels can greet guests with a prearrival welcome message, send a midstay satisfaction survey or deploy a departure message after check-out. “Whistle allows hotels to communicate with guests through the channels in which they feel the most comfortable,” Whistle co-founder Chris Hovanessian said. “By integrating with Quore, hotel employees can process these communications easier than before.”

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Guest Messaging Software Category Overview

What is guest messaging software?
Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging channels in real-time. The GMS allows hotels to send transactional messages, reply to guests, and manage guest requests. With an aggregate messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment.

For info on hotel guest messaging software, questions that you should ask vendors and more download the 2019 Hoteliers Guide to Guest Messaging Software

How can guest messaging software improve profitability and efficiency?
Improved team communication: Messaging doesn’t have to be only for your guests. Keep in touch with your team, dispatch tasks, or post daily bulletins all with team messaging. A reduction in overall call and radio volume, plus the ability to reply to multiple guests at once creates greater efficiency.

Increased operational insight: Your guests are communicating key information about your hotel all day long. Messaging is able to capture and relay this information back to you, along with sentiment and other analyses applied to it.

Boost guest engagement and satisfaction: Fill the customer service whitespace with messaging, and communicate with guests who would have otherwise avoided your staff. Proactively engage with guests to promote customer service and enhance their experience, resulting in improved scores.

What are the most important features of guest messaging software?
  • Multi-Channel Guest Messaging: Allowing guests to communicate via their preferred channel (e.g. SMS, Messenger, Email, and more.) 
  • Analytics & Reporting: Text and Sentiment analysis & reports for operators. 
  • Ease of Use: User friendly interface for staff effectiveness and efficiency. 
  • Automated Messaging: Reduce workload of hotel agents, and provide a better experience for the guest. Integrations Connect with your existing systems to sync and organize your data.
  • Team Messaging & Dispatching: Streamline internal communications via messaging, eliminating radios.

What makes great guest messaging software?
The more channels the GMS provides, the more chats your hotel can have in aggregate (e.g. SMS, Email, Live Chat, Messenger, & more). That being said, the channels your hotel needs are dependent on your guests and your country.


What is the typical pricing for guest messaging software?
Pricing varies when it comes to guest messaging software depending on hotel size, # of properties you are installing, integrations and several other variables.  To maximize ROI on hotel guest messaging services teams generally need training that helps them learn the ins and outs of the functionality.  Monthly fees range from $1-4/month.

How long does it usually take for a hotel to implement new guest messaging software?
Training and implementation is a no-stress experience. As a cloud-based program with no software to download, training can be completed in as little as 30 minutes. The interface and design should be simple, interactive, and appealing to staff. The best companies offer free trials to allow hoteliers to experience product quality prior to purchase. With messaging, your strategy needs to be (i) consistent use (ii) analytical review (iii) adjust approach & improve guest experience. The more you utilize messaging, the more ROI for your operations and hotel. No matter how good or bad the messaging platform is, if your team is not hands-on with it your hotel will not benefit.

For more details on implementing guest messaging software at your hotel, identifying critical integration and more, download the 2019 Hoteliers Guide to Guest Messaging Software

How do I know when it’s time for my hotel to start using guest messaging software?

For hotels that want to improve TripAdvisor reviews, a TripAdvisor integration means a significant increase the volume of positive TripAdvisor reviews. SMS has a 90% read-rate within 3-minutes. For prospective guests, the two most important metrics are recency (42%) and quantity (30%) of reviews. A hotel ranked #1 on TripAdvisor earns 56% more direct bookings each month compared to hotels ranked 40th in their respective city.  Similarly, hotels looking to improve internal service and satisfaction scores can use guest messaging software to elevate the experience throughout the entire guest journey, pre-booking, before, during, and post-stay. Use SMS Surveys to gauge guest satisfaction and address any concerns. Hotels see up to a 14% increase in service scores within the first 3 months. On average, 3% of Survey Responses will result in Service Recovery Opportunities for the hotel.  

Guest messaging can also benefit hotels looking to improve staff productivity and streamline operations (e.g. decreased call volume, multitasking conversations, quicker task dispatching, and more). Save time and money by ditching radios. Lower call volume during peak hours. Answer multiple inquiries at once.

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