Customer Alliance

4.5 (32 REVIEWS)

HT Score

79 out of 100

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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Customer Alliance

4.5 (32 REVIEWS)

Ranked 5 (out of 46) in Reputation Management

Turning reviews into revenue by giving hotels control of their guest experience from booking through check-out. More reviews leads to more bookings which, as a result, generates more revenue.

91% recommended by 53 hotels

Ratings Summary

4.5

Very Good

32 reviews

Ease of Use

4.6/5

Customer Support

4.6/5

ROI

4.2/5

Implementation

4.6/5

Guest Surveys & Feedback Ranked #4 out of 26

Features

Surveys & Feedback

4/5 features

SMS text messaging

SMS Messaging | the ability to communicate with guests via SMS to invite them for review. The benefit is that often hotelier do not have the guest email due to privacy or portals not showcasing this information, so they need an alternative way to communicate. Additionally, the world is more and more mobile, that means Hotel Tech should be too. Task Manager | the ability to create tasks based on reviews/data/insights/etc. so other users can follow-up and requests do not get lost. Targets | a.k.a. KPIs. users can set goals for their team to reach and evaluate success or failure. This is valuable for evaluation purposes.
Sentiment Analysis
Guest satisfaction surveys
Responsive surveys
Review encouragement

Entice survey respondents to publish reviews to sites like TripAdvisor and Google.
Email reminders

Boost completion rates with optional automated survey reminders.
Customizable questions
Conditional logic

Use conditional logic to display or hide survey questions based on the guest's response.
Segmented surveys

Send customized Segmented Surveys to specific audiences based on PMS or contact list criteria.
In-stay surveys

Send In-Stay Surveys while guests are still on property to identify any needs for service recovery.

Review Generation

4/5 features

Tripadvisor Review Partner
SMS text messaging

SMS Messaging | the ability to communicate with guests via SMS to invite them for review. The benefit is that often hotelier do not have the guest email due to privacy or portals not showcasing this information, so they need an alternative way to communicate. Additionally, the world is more and more mobile, that means Hotel Tech should be too. Task Manager | the ability to create tasks based on reviews/data/insights/etc. so other users can follow-up and requests do not get lost. Targets | a.k.a. KPIs. users can set goals for their team to reach and evaluate success or failure. This is valuable for evaluation purposes.
Workflow Management
Respond to reviews

Quickly and easily respond to reviews from within the platform.
Review encouragement

Entice survey respondents to publish reviews to sites like TripAdvisor and Google.

Follow-up & Resolution

4/5 features

Case Management

Streamline operations & drive service excellence. Ensure the timely resolution of issues that negatively impact guests’ stays and create remarkable experiences to exceed their expectations and drive positive reviews.
Workflow Management
Respond to reviews

Quickly and easily respond to reviews from within the platform.
Alerts & Notifications
Ticketing system

Use the ticketing system to communicate service shortcomings to the relevant person or department.
In-stay surveys

Send In-Stay Surveys while guests are still on property to identify any needs for service recovery.

Reporting, Analytics & Insights

4/5 features

Sentiment Analysis
Revenue Reporting
Competitive Intelligence
Corporate Reporting
Reporting Dashboard
Competitive Benchmarking

Benchmark your hotel's performance against your competitors’ online review rankings.
Department level reporting

Monitor how each department is performing, spot trends, and set alerts to stay ahead of any issues.

Channels

4/5 features

Social Media
Tripadvisor
Booking.com
Google

Admin & Settings

4/5 features

Multi-property Management
Mobile Accessibility

Pricing

Average

This product is priced in line with the average product in the category which is usually an indicator that it is a standard product with standard functionality designed for typical operations and use cases and properties.

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Compare Customer Alliance to Top Alternatives

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TrustYou

Reputation Management

4.4 (239 REVIEWS)

The better your reputation, the higher your revenue

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GuestRevu

Reputation Management

4.7 (275 REVIEWS)

Quickly and easily gather feedback from your guests and actively manage your online reputation

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Revinate

Reputation Management

4.5 (139 REVIEWS)

Reputation management that can easily be managed in one place.

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Popularity by Segment

Size

25 | Medium (25-74 room)

9 | Large (75-199 room)

5 | X-Small (1-9 room)

3 | Small (10-24 room)

3 | X-Large (200+ room)

Type

9 | Bed & Breakfast & Inns

8 | Boutiques

6 | City Center Hotels

6 | Resorts

4 | Luxury Hotels

4 | Vacation Rentals & Villas

3 | Branded Hotels

3 | Limited Service & Budget Hotels

2 | Extended Stay & Serviced Apartments

2 | Hostels

1 | RV Parks & Campgrounds

Region

53 | Europe

1 | South America

Support

Name: Customer Alliance
Rating: 4.5 (32 reviews)

Unverified

Customer Alliance has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.

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Help Center

Product Updates

Learn more about the GCSC Certification

This vendor is missing critical support info

This vendor does not appear to have basic support essentials. Vendors who provide top tier support maintain a knowledge base help center and product updates changelog for customers.

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Response Time

Slow

Recommended

91%

Preferred Time

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Job Title Work Email Hotel (or Hotel Group)

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Discover Apps

Resources

Get Advice

SMS text messaging

Sentiment Analysis

Guest satisfaction surveys

Responsive surveys

Review encouragement

Email reminders

Customizable questions

Conditional logic

Segmented surveys

In-stay surveys

Tripadvisor Review Partner

SMS text messaging

Workflow Management

Respond to reviews

Review encouragement

Case Management

Workflow Management

Respond to reviews

Alerts & Notifications

Ticketing system

In-stay surveys

Sentiment Analysis

Revenue Reporting

Competitive Intelligence

Corporate Reporting

Reporting Dashboard

Competitive Benchmarking

Department level reporting

Social Media

Tripadvisor

Booking.com

Google

Multi-property Management

Mobile Accessibility

Support

Unverified

Support Not Verified

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