Connect with guests before their stay using links to quick surveys in emails to confirm bookings. Listen to the voice of the guest at all touch points through their pre-stay journey, including on the website after booking, through email confirmation and on social media.
Maximize the use of omni-channel engagement to ensure that you’re relating to your guests on the channel of their choice. Have all guest communication roll-up into one shared Inbox for easy message management.
Engage guests at key moments of truth throughout their in-stay journey. Send surveys at milestone moments including post-check in, within minutes of arriving in their room, after a restaurant or spa experience and in key locations throughout the hotel.
Using self-serve kiosks, guests can provide their feedback about their experience in areas such as the hotel lobby, the pool and outside the spa.
Collect insights using multiple channels of engagement, including in-app experiences and social app channels.
Follow-up with guests after their stay to collect insights on their experience. Send surveys using SMS, email and social channels to engage guests on the platform of their choice and increase engagement.
Use analytics and dashboards to view trends, and make data-driven decisions on improvement plans and projects.
Connect with guests from the first touchpoint upon booking, until the last after they have checked out. Map the entire guest experience, as they interact with various areas of the property. Engage them on key moments of truth, to gain actionable insights and areas of opportunity.
Measure the experience during the entire guest journey and gain insight into where you can improve.
Fulfill requests faster by immediately alerting and routing guest messages to the right team member, at the right time. From arranging reservations to, resolving issues, use real-time messaging to execute efficiently.
Send timely offers pre-stay, in-stay and post-stay to drive more revenue from each guest visit. Offer room upgrades, promotions on services and other upsell opportunities.
Save your team time, with auto-responses to commonly asked questions, with the option to add a human-in-the-loop to escalate issues not handled by a Chatbot. Communicate with guests across multiple platforms through one shared inbox.
Identify at-risk guests and recover them by resolving issues in real-time, before they voice their concerns through online reviews.
By analyzing every message, its source, time to respond, and overall guest sentiment, you can gain real-time insights on a variety of different criteria. As a result, you can understand what is enhancing and hindering the customer experience while strategically improving operations.
Have the flexibility and agility to manage how you collect data and respond to feedback throughout the hotel. With Loop you have the freedom to deploy a program that best meets your specific needs.
