It’s no surprise that the hospitality industry is one of the most competitive industries there is, as customers these days have too many choices. It is much more difficult to tap into the market and get a competitive advantage in this industry. CPaaS solutions has been a consistent and widespread bet by professionals within the industry, in meeting the demands of their customers. All the CPaaS platforms have become much more relevant over the last few years, especially as customers require authentic and direct interactions.
The hospitality industry has implemented various digital solutions enabling customers to book tickets or hotel rooms with a few clicks. Customers are more exposed to technological advancements than ever before, with airline or hotel customers spending more hours with a brand. Personalised communication is a significant component of the experience, which can make or break how they can perceive a brand.
CPaaS providers allow organizations to send out all of their communication capabilities with the help of embedding chatbots, instant messaging, voice, and notifications, along with video features.
CPaaS solutions help hospitality brands give customers an enriching experience by sending out real-time alerts and updates on reschedules, delays and cancellations. Companies within the hospitality sector use cloud communication platforms in taking customer service to the next level by winning over their customers.
What are the various ways in which brands can take their customer experience game to the next level?
Brands are using CPaaS to provide an exceptional experience that leaves a greater impression on all their customers. Let us take a deeper look at how to keep your customers engaged and informed:
Taking customer service to the next level
There are various touch points within hotels where customers can regularly interact with the staff. As hotels receive a vast amount of calls, emails, and chats on busy days, hotel staff need to always stay on top of it as there are a huge number of emails, chats, and calls. CPaaS helps guests enjoy a great customer experience even when the hotel staff is flooded with requests and inquiries.
Providing information at your fingertips
CPaaS solutions help airlines and hotels utilize chatbots for providing guests with information like the menu at the hotel bar or lounge services. Chatbots speed up the entire decision-making process for all customers by responding to messages just within a matter of a few minutes.
Support through an omnichannel medium
It is incredibly easy for customers to reach out through the customers with the help of multiple communication channels like WhatsApp, SMS, CPaaS and Facebook Messenger. CPaaS allows the use of video or voice, which are based on customer preferences.
Combining the human experience with technology
Technology provides targeted, personalized and relevant information, digital agents cannot replace the complete experience of connecting with humans. CPaaS platforms can allow organizations to use digital engagement tools that also provide access to human interaction whenever required. CPaaS is incredibly versatile that also enables live agents to work in tandem with conversational assistants, which can help strike a balance between technology and the human experience.
What are the various ways in which CpaaS can help with tremendously improving growth?
There is tremendous cohesion between various elements of business processes which have improved efficiency, limited latency and reduced the overall expenses. We will look at the different ways the hospitality industry can significantly benefit from using CPaaS:
Boosting overall employee efficiency
CPaaS platforms can potentially eliminate or minimize human error, thus improving the overall employee experience. Effective collaboration options are embedded heavily with various business applications, which enables employees to access information in a quick and efficient manner. Hotel and airline employees can connect with their peers to ensure that everybody has updated information on flight cancellations or booking policies.
Increase in overall revenues
Companies can leverage the power of technology to significantly improve their profits and sales. Understaffed car rental companies and hotels utilize CPaaS for sending out automated reminders about deadlines and cancellations. More information about add-on services and self-service options for customers is also available online. Better customer experience brings forth greater brand loyalty and improves customer retention, cloud communication solutions, which can result in increased revenues.
Reduced expenses
If a company wants to add a new service to its business processes, then there is an entailed investment within expensive infrastructure, additional human resources and the latest in hardware systems. CPaaS model offers flexibility and allows companies to employ digital engagement at much lower costs. Airlines and hotels can reduce the money by losing due to no-shows and sending automated reminders to customers about bookings.
Conclusion:
Customers today want to feel empowered and appreciate brands by engaging with brands in a more seamless and personalized way. CPaaS platforms have emerged reliably in elevating customer interactions for the hospitality sector over the last few years. As the cloud-based platform is plug-and-play, companies are finding it easier and less expensive to implement CPaaS which augments existing customer service systems.
Are you interested in implementing CPaaS solutions for your own hospitality business? Reach out to us to learn more about using IVR or write to us at marketing@routemobile.com, and we would be more than happy to reach out to you!
