This week, we’re looking at five companies that want to help hotels prevent reputation crises before they begin; ones that take guest feedback across all relevant channels in real-time and let hoteliers resolve conflicts before they escalate so that guests leave their stays satisfied and happy.
Service is an intermediary that acts as a conflict resolution service between a customer or guest and a business.
>>SkiftTake: Sure, Service will probably get a traveler’s issue resolved. But isn’t this process supposed to be done directly between the consumer and the brand? What happened to brands having a direct line of communication with customers, which is the baseline for hospitality brands?
Conversocial is a cloud solution that helps businesses to efficiently and securely manage customer service on social media.
>>SkiftTake: Travel brands receive a lot engagement through various social channels and parsing through that to determine urgent needs from consumers isn’t easy. Brands need a solution that separates crisis from criticism to celebration.
Guestnet is a digital guest directory with a bevy of functions, including integrating social media engagement and calculating a hotel’s reputation measurement.
>>SkiftTake: Guestnet helps hoteliers better understand the connections between sales and reputation management, two things that cannot be thought of as independent of one another.
Roomatic is an online reputation management platform for hotels that collects instant feedback from guests during their stays. That feedback is provided to hotels so that they can make a stay better and fix any problems before a guest checks out.
>>SkiftTake: Fixing problems in real-time is what guests expect in 2016. The longer it takes for a hotel to right a wrong, the longer it’s giving guests to leave a negative review on the social network or review site of their choice.
HotelFeedback helps hotel staff receive feedback and satisfaction ratings from guests, communicate with guests and also offers guests a social network for the hotel they’re staying at where they can message other guests for tips and advice.
>>SkiftTake: If there’s a way to help guests leave their satisfaction ratings and feedback for hotel staff during their stay when it’s fresh in their mind, we’re all for it.
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