Is it worth having a chatbot on your hotel's website?
Wondering how to raise your customer experience up a level? Give the chatbot a try!
In a digital world, the guest experience has become the decisive battleground: a key element of your strategy.. A chatbot is a software robot able to hold a conversation with an individual or consumer through an automated messaging service. This automated communication displays an interactive icon on your website that opens a live chat window. A chatbot helps you save time and learn more about your customers.
An upsellingtoolChatbots can encourage your guests to buy additional services through various suggestions. When they ask about your offers and extra services in the chat, they get an instant reply that takes them straight to the purchase.
You can also put chatbots to work for your direct bookings (just as the SNCF does so well!). That way, you reduce your receptionists' admin workload and provide immediate answers while being available 24/7.
An informationhuntGuests often have plenty of questions for you. A chatbot lets you gather together all the questions that keep coming up.
“What time is breakfast served?”
“How much does your spa / massage cost?”
On the technical side, these questions will help you take stock of anything that isn't working on your site. Remember that you should always offer solutions to the problems raised by your guests.
Personalisedsupport Your hotel's chatbot will also let you build a personalised relationship with your guests before, during and after their stay. You can offer them the deals best suited to their needs, and also suggest activities or tourist attractions they shouldn't miss.
Zoé, the chatbot for hotelspowered by artificial intelligence“Zoé, the hotel artificial intelligence available 24/7, is able to handle up to 80% of guest interactions. Zoé saves you time and lets you focus on complex, high-value conversations.”
With this software you can manage your guest communications efficiently and save time by centralising all your inboxes on a single platform. (SMS, live chat, Facebook Messenger, WhatsApp (beta), Viber, Twitter, Telegram, Booking.com, Expedia, Airbnb, etc.). What's more, Zoé lets you talk to your guests in 8 languages!
A specialist in the hotel industry, Quicktext connects to your PMS so you can view and schedule guest messages in an instant, suggesting the right service to the right guest at the right moment. This chatbot will also help you turn plenty of conversations into bookings!
As you'll have gathered, the chatbot is about to revolutionise the guest experience on your website.Guest satisfaction will rise once your guests have the right information at the right moment!
Frequently asked questions
Can a chatbot replace my front desk? No. A tool like Zoé handles up to 80% of guest interactions, not all of them. It absorbs the repetitive questions and lightens the receptionists’ workload, while the complex, high-value conversations stay with your team.
Does a chatbot actually increase sales? It can. When a guest asks about your extra services in the chat, the answer comes instantly, and that immediacy is what pushes them to book. The same mechanism works for direct bookings, since the chatbot answers 24/7 while your front desk sleeps.
What do I do with the questions the chatbot collects? They tell you what your website fails to explain. If breakfast times or spa prices keep coming back, the information is either missing or badly placed. Compile those questions, fix the page, and always offer a solution to the problems your guests raise.
How many languages does a hotel chatbot speak? It depends on the tool. Zoé talks to your guests in 8 languages, which covers most of an international clientele without pulling a bilingual receptionist away from the desk for every request.
Should I connect the chatbot to my PMS? Yes, if you want it to do more than answer generic questions. Quicktext, built for hotels, connects to your PMS so you can view and schedule guest messages in seconds. That connection is what lets you suggest the right service to the right guest at the right time.
Is a chatbot only useful before booking? No, it follows the guest before, during and after the stay. During, it suggests activities or local sights worth seeing; afterwards, it keeps the relationship alive. And all your channels, from SMS to WhatsApp, Booking.com or Airbnb, sit in a single platform.
Here, use by use, is what a hotel chatbot takes on and what it saves you.
| Use | What the chatbot does | What it spares you |
|---|---|---|
| Upselling | Answers instantly about your extra services | A guest who closes the page for want of an answer |
| Direct booking | Available 24/7 | Admin work for your front-desk team |
| Recurring questions | Collects breakfast times, spa rates | A page on your site that stays impossible to find |
| During and after the stay | Suggests activities and sights | A relationship that ends with the invoice |
| International guests | Zoé communicates in 8 languages | A bilingual receptionist called in for every request |
| Volume of interactions | Zoé handles up to 80% of guest interactions | Nothing: complex exchanges stay with your teams |
| Messaging channels | Centralises SMS, live chat, Messenger, WhatsApp, Booking.com, Airbnb | Inboxes scattered everywhere |
| PMS connection | Quicktext plugs into your PMS | Generic answers, disconnected from the guest file |
