Round the clock service: How H-Hotels.com offers real-time assistance via Velma an AI-powered virtual assistant.

GUEST EXPERIENCE

Quicktext, the AI and Big Data specialist in hospitality, partners with H-Hotels.com, a German hotel chain with 50+ years of experience. H-Hotels.com deploys Quicktext's Velma virtual assistant, offering 24/7 multilingual booking and instant responses, elevating guest experiences with real-time communication.

Why it matters: The H-Hotels.com team embraced Quicktext to enhance personalized guest communication, elevating service quality, and unlocking additional revenue opportunities.

Through the utilization of Quicktext tools, H-Hotels.com effectively directs requests, that would typically require individual attention, to their service hotline, ensuring guests enjoy a seamless and personalized experience.

Top 3 Core Objectives: H-Hotels.com aimed to automate repetitive tasks, improve customer service, and boost direct sales.

Automating repetitive tasks: Harness Velma for streamlined data automation, faster analysis, and reduced manual workload. Swiftly resolve key issues through staff intervention. Save time and costs with virtual assistants handling routine FAQs, optimizing AI efficiency, and eliminating 24/7 human support need.
Improving direct sales: Utilize Velma to initiate personalized guest interactions, facilitating direct bookings, and optimizing abandoned booking recovery through automated follow-ups and guest profile data, ultimately improving conversion rates.
Overseeing customer requests: Employ Velma to manage and respond to customer inquiries originating from diverse communication channels on a single platform, handling queries across platforms such as Facebook Messenger, Instagram and Google Business Message.

"Personally, I see Quicktext as a great opportunity to expand the communication with our guests on different platforms and to ensure a quick response. We will add more channels in the future to share information across different communications channels to make users come to the website, find what they are looking for and to convert them."

Christoph Peppers

Director E-Commerce

Innovators Mentioned

H-Hotels

Quinta

Christoph Peppers

Director E-Commerce

H-Hotels

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👍 Director E-Commerce Christoph Peppers said that Quicktext offers an excellent opportunity to enhance guest communication across multiple platforms, ensuring rapid responses and driving traffic to the website for improved user engagement and conversion.:

"Personally, I see Quicktext as a great opportunity to expand the communication with our guests on different platforms and to ensure a quick response. We will add more channels in the future to share information across different communications channels to make users come to the website, find what they are looking for and to convert them."

⚖️ The selection process: During their research process, Christoph Peppers evaluated Quinta's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Quinta was the best fit solution:

Director E-Commerce Christoph Peppers said, about their decision: "We chose Quicktext because, in addition to the functionality and the almost 100% self-sufficient handling of guest communication, we were impressed by the focus and the vision. It's not just about providing a chat bot, it's about offering added value to the guest and picking them up. Integrating them into the communication cycle and turning them into loyal H-Hotels.com guests."

📈 The results: In the current year, Velma has generated over 30,000 conversations, generated more than 2,000 leads, and produced over 2.6 million potencial booking requests.

Velma addressed inquiries spanning 1,600+ data points encompassing topics such as pool temperatures, babysitter fees, parking information, and electric car charging stations.
Over 2,000 leads, whether converted automatically or with staff assistance, generated revenue exceeding 65,000 euros.
Due to the consolidation of multichannel conversations into a single platform, approximately 85% of queries are automatically resolved.

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