What are the benefits of using Web Messaging?
Increase efficiency: Bookboost Web Messaging manages 90%+ guest messages from multiple channels (website, email, Facebook Messenger, WhatsApp...) and reduces over 50% of phone calls from repetitive inquiries, enabling hotel staff to focus on booking-related inquiries.
Increase guest satisfaction: Improving guest satisfaction score by 11%. It enables you and your staff to be service-ready 24/7 while reacting timely to make your guest satisfied.
Drive more direct bookings: Increasing direct bookings with a 10% conversion rate. Accelerate the booking process to answer website visitors' inquiries, resulting in more conversions. (Research show website chat increases bookings for hotels)
Install Web Messenger On Your Website
Web Messenger is the Bookboost website chat solution. You can see it below.
Web Messenger is usually the first point of contact with your guests. It is where guests can connect to the channel of their choice (provided that you have integrated with the said channel).
Integrating Web Messenger is very simple.
Go to Settings → Channel integrations
or point your browser to https://platform.bookboost.io/#/settings/channels
If you have several websites, first select the one you wish to integrate, then copy the text in the box and place it on the index page of your website.
How this is done will vary based on how your hotel has built the website. You might want to get the developer involved in this.
Creating multiple web messenger interfaces(chat widgets)
You may want to create different chat interfaces for different websites, for example, if you have different websites for different languages or websites with different branding.
To add an additional website, navigate to Settings > Websites.
In the upper right corner, click the blue "Add New+" button:
Fill in the details for your website. The name field will be used for your own internal reference:
On the left side of the screen, you will see an option that says "Inactive websites." Click on it to see your newly added website, then click on the three dots next to the name of the site and then "Activate" to edit it:
With the website activated, you can scroll down to edit the appearance of the chat interface for that website to match your branding or language requirements:
How automated is Web Messaging?
Web Messaging can automate replies to queries and provide information whenever needed by guests. Some are scared by the word “automate” because hospitality is all about service and human connection.
Don’t worry. Automation does not mean automating everything. You can use automated replies to handle “chores” and free yourself! Think about how many times you and your staff have had to answer similar questions on the phone again and again. What is the check-in time? Where is the restaurant?... You can set up keyword replies according to your own reality. For example, when the guest asks a question containing the keyword “restaurant”, detailed information about the hotel restaurant will pop up. With the help of Chatbot, repetitive inquiries will be answered quickly and beautifully.
For Bookboost Guest Messaging, Web Messaging is even more powerful. It is a live chat platform integrating messages from different channels (e.g. SMS, Email, Messenger, WhatsApp) all-in-one place. It can be easily installed on your website so that you can receive and reply to all messages with just a click.
Bookboost’s Omnichannel Web Messaging has successfully helped Maika, Operations Manager of Jorplace Beach Hostel, reduce around 60% of calls! The hotel staff is happy to cut repetitive work, while Maika also feels relaxed because now her staff can focus on booking-related queries to drive more direct bookings.
There is always some space for you to utilize creativity to personalize automation and keep the human touch. Instead of replying like a robot, you can set up automated replies in a more personalized tone. When chatting with a guest, his/her guest profile is also shown next to the conversation so that your staff can generate more “human” conversations to tap into guest needs and increase guest satisfaction.