How Can Technology Improve Customer Service

Mobile technology is enhancing the supply of customer service in hospitality in the same way that Apple used it to redefine the concept of customer service in retail and Uber used it to revolutionize the meaning of customer service in transportation. The way we travel has changed as a result of technological advancements. Travelers nowadays, regardless of generation, carry and utilize mobile devices, and they demand ease, automation, and an experience tailored to them.

Here are a few examples of how technology is assisting in providing exceptional customer service:

• Hotels have begun to use online check-in capabilities, smartphone dashboards for checking stay details, and biometric screening as key card replacements.

• Some hotels are even improving their mobile network connections so that customers can use their cell phones to control the TV, heating, and lighting in their rooms.

• Communication is a critical component of providing a great hotel client experience. When customers are required to download multiple applications for airline travel, vehicle rentals, and hotel reservations, they might rapidly get upset with what is intended to be a peaceful experience.

• However, by integrating communications APIs into a hotel’s current CRM, the hotel can give the quick and straightforward experience that guests demand.

• Through push notifications, in-app messaging, and push-to-call functionality, these API integrations improve communication. With all of these capabilities located in one easy-to-access location on a hotel’s website or smartphone app, guests can alert hotel staff if they are arriving early or late, and hotels can remind guests about upcoming reservation details.

• Integration can also assist visitors in communicating with hotel employees. They might request more towels, an extra pillow, or items that they neglected to carry.

• They may ping the hotel desk for a romantic dinner recommendation, last-minute tickets to a local play, or advice on the ideal site to view a sunset with APIs in place. All of this may be done while the guest is at the hotel or out sightseeing.

• API interfaces provide an additional benefit: they allow guests to spend less time thinking about their trip arrangements and more time discovering new locations.

• In-room automation has the ability to automatically upgrade guest room service while simultaneously giving visitors the option to create their own settings such as managing room temperature, light, and access to streaming services like Netflix or Hulu, music streaming services, and so on.

• Likewise, automation enables you to automate basic operational processes. Staff no longer waste time manually entering data or doing utterly monotonous repetitive duties, which not only minimizes manual mistakes but also allows your hotel to spend more time creating a great experience for your visitors, resulting in improved customer service.