What is guest messaging software?
Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging apps such as Facebook Messenger, WhatsApp, WeChat, Apple, and Android in real-time. The test messaging software allows hotels to send transactional messages, reply to guests, and manage customer support (guest requests). With an aggregate text messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment. The latest messaging platforms embrace social commerce through emojis, gifs, and even video calls facilitations via instant messaging. 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.

For info on hotel guest messaging platforms, questions that you should ask vendors and more download the 2022 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 messaging channels (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.
Automation: 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. Chatbots enable chat apps to efficiently answer common customer experience questions without the need for human intervention. More complex guest requests typically get routed to customer experience representatives.
Team Messaging & Dispatching: Streamline internal communications via messaging, eliminating radios.
Integrations: Messaging platforms must connect to key hotel software like property management systems and CRMs via API.
Website live chat: Increase the conversion rate of your hotel website by increasing customer satisfaction even before prospects book at your hotel. Answer key questions instantly to help guests make faster decisions.

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 2022 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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