Asksuite launches the exclusive "Reservation Response Performance Benchmark with 50 EMEA Hotel Chains"
Hoteliers can access exclusive data based on real hotel-traveler interactions
Asksuite, a global leader in AI-powered Reservation Agents and omnichannel solutions, has just released the “Reservation Response Performance Benchmark with 50 EMEA Hotel Chains”. This groundbreaking study analyzes the reservation team’s performance across various communication channels, providing valuable insights into response times, information quality, and opportunities to optimize Service Level Agreements (SLAs)—critical for maximizing direct booking conversions.
With the ever-increasing competition in the digital marketplace, the study highlights the importance of agile, efficient, and consistent customer service. It offers actionable insights on how hotels can enhance customer service processes and boost direct booking revenue.
Key Benchmark Findings:
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60% of hotel chains did not respond to email quote requests. Of those that did, only 10% included a clear call to action to complete the reservation.
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50% of requests made via hotel website forms went unanswered, and all responses took more than 24 hours.
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80% of hotels didn’t use WhatsApp as a communication channel. However, those that did, responded the fastest, demonstrating a significant competitive edge.
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60% of interactions were left unanswered on social media (Instagram and Facebook).
The Asksuite benchmark provides a comprehensive, realistic view of how hotels can turn these statistics into opportunities for improvement by adopting well-defined SLAs to optimize customer service and maximize direct booking conversions.
The Importance of Effective SLAs in Hospitality
SLAs are essential parameters that ensure quality and efficiency in customer service, directly impacting the guest experience and sales conversions. Setting clear response standards by channel, maintaining consistency in provided information, and adopting advanced technology are vital steps for hotels aiming to stand out in the hospitality industry.
With its omnichannel platform and AI solutions, Asksuite helps hotels closely monitor the reservation team’s performance in real-time, enabling preventive action for potential issues and the swift implementation of improvements.
Download the Full Benchmark
Hoteliers looking to improve their customer service performance and optimize SLA strategies can access the full benchmark via the link to see how they compare to other industry leaders.
