Hyatt Tests Facebook Messenger as a Customer Service Channel
Skift Take
Hyatt is an early adopter of a new form of customer service for hotels: using Facebook Messenger to connect with guests, because in today's world, the key to being relevant is engaging with consumers on the platforms they are using.
Hyatt has been offering customer service on social platforms since 2009, including private messaging through the company’s Facebook pages, and it has become the first travel company to test doing so through Facebook’s Businesses on Messenger.
At its F8 conference in March 2015, Facebook unveiled its Messenger Platform, an app that would pave the way to support Businesses on Messenger and enable users to communicate with participating companies the way they might do with their friends.
Hyatt was immediately interested and partnered with Conversocial, a Facebook marketing partner, to test the app as a new customer service channel.
“We’ve been talking to the Messenger team about the new integration opportunity for our social customer service since Facebook's announcement,” says Dan Moriarty, director of social strategy and activation for Hyatt. “The conversation has evolved as time has gone on, but the thought process has always been the same: How can we test this as a communication channel to allow us to better care for our guests?”
There are currently seven brands using Businesses on Messenger; Hyatt i
