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Website LiveChats & Chatbots
Chatbots, sometimes referred to as chatterbots or bots, are software applications that enable automated conversations through messaging interfaces such as a live chat on a hotel’s website, Facebook Messenger, WhatsApp, WeChat, or other instant com...
UpsellGuru
95Based on 24 reviews4.8UpsellGuru is a guest communication software focusing on generating revenue through upselling. As a first in the industry, UpsellGuru launched a bidding system for hotel upgrades in 2016. Today the system does more than just upgrades- e-guma voucher and ticketing system94Based on 20 reviews4.7The voucher and ticket management system e-guma offers a clear and fully responsive online shop, which opens an additional sales channel for you. The voucher shop is multilingual, adapted to the design of your website and can be linked to your webs
- dailypoint™ 360° – Central Data Management93Based on 25 reviews4.5dailypoint™ is the leading #abovePMS solution for individual hotels and hotel groups. dailypoint™ collects data from all relevant sources such as PMS, POS, website, newsletter or Wi-Fi and creates a central and consolidated guest profil
- RoomPriceGenie93Based on 13 reviews4.9RoomPriceGenie is the world's best-rated automated dynamic pricing software for independent hotels and hotel groups, apartment businesses and more. Built to be simple to use for non-experts, but with the flexibility for thos
- Rateboard92Based on 38 reviews4.8RateBoard was created to offer hotel managers a simple tool to optimise their revenue through customized price recommendations. Behind all this stands a complex technology, solving the big data problem, therewith illustrating all relevant market in
- Überblick92Based on 18 reviews4.8Überblick supports hoteliers and their teams in the day-to-day life. It features via web or mobile app task, communication, and knowledge manangement. Easy to use, direct and transparent. A typical use case with &Uuml
- Rezlynx PMS (Guestline)92Based on 14 reviews4.8The Rezlynx PMS provides you with the tools and insights to make your daily life easier by automating routine tasks and liberating your staff to focus on the guest. Fully configurable, PCI compliant, and featuring a comprehensive rate and
- Ariane Systems92Based on 19 reviews4.4Ariane is the world leader in providing self-check-in and out solutions for the hotel industry with 3.000 installations. They enable Mobile and Kiosk self-service solutions, including all required hardware, consultancy and support for services that
- Smart Host91Based on 16 reviews4.8Smart Host provides a CRM and data cleansing software to help you leverage the data you gather from different touch points with your guests. By connecting to your PMS, Smart Host allows you to segment and automate email campaigns, track p
- Revinate Marketing91Based on 26 reviews4.5Revinate Marketing helps hoteliers drive revenue, repeat bookings, and improve the guest experience. It’s easy to create personalized one-time or automated email campaigns, upsell rooms and amenities, and build lifetime guest relationships.
- better.guest tab (Betterspace)89Based on 19 reviews4.3The digital guest directory better.guest Tab offers all advantages of an information guide for your hotel room, combined with a high-end tablet. The smart guest directory is your digital concierge, sales manager, travel guide and much mor
- SIHOT.PMS88Based on 29 reviews4.4SIHOT.PMS offers the most complete hotel management software on the market. You can benefit from countless functions. But more importantly, you don’t have to, as our software is based on a modular approach. All front office, reserva
- Conversion & Personalization (The Hotels Network)2 months for free83Based on 8 reviews4.8The Hotels Network is an innovative technology company working with over 5,000 hotels around the globe. The company offers clients a full-stack growth platform to power their direct channel. By leveraging a series of integrated tools and analytics,
- ASA HOTEL82Based on 6 reviews5ASA’s PMS is the ideal tool to help you manage every process throughout the guest journey: extra services are recorded in the system either automatically or in just a few clicks; hotel departments like the restaurant, bar, housekeep
- INCERT Voucher Management & Ticketing Solution80Based on 8 reviews4.5The incert e-commerce system for selling vouchers, gift cards, tickets, take-away offers and shop products offers a professional and comprehensive all-round solution and generates sales with a direct cash flow to your bank account. We deliver and s
- Front Office Cloud (SiTec)79Based on 8 reviews4.9The award winning new cloud based system brings every hotel to the next level. Beside a classical PMS with built in AI, it combines a bunch of systems in one: Restaurant and POS system, mailing and marketing with graphical mail-designer hotel commu
- Branding & Advertising Strategy (Influence Society)79Based on 9 reviews4.8We grow compelling stories for our clients through a creative and insights-driven approach of your digital marketing strategy: brand content, social media, online advertising and mobile-first web development.
- Hotel Connect79Based on 10 reviews5In a time where big online travel agencies and property management systems are not treating independent hotels as equal partners, our mission is to give power to independent hotels. Give them back control over their own hotels, their rates and inve
- FairPlanner (Fairmas)78Based on 7 reviews4.5FairPlanner is the software solution created by hoteliers for hoteliers. Fairmas tailored the software to address the unique financial planning and reporting needs of the hotel industry.
- happyhotel78Based on 7 reviews4.8The happyhotel revenue and yield management system has a simple dashboard that supports the hotelier in the data analysis of the most important hotel KPI’s. happyhotel is a cloud-based hotel software specially designed for smal
What is a Website Chat & Chatbot?
Chatbots sometimes referred to as chatterbots or bots, are software applications that enable automated conversations through messaging interfaces such as a live chat on a hotel’s website, Facebook Messenger, WhatsApp, WeChat, or other instant communication channels. Chatbots currently support 3 main use cases. The first one is to increase operational efficiency. While every guest is unique, most of their questions & requests are repetitive and can be answered by automated replies. Chatbots act as a filter so that only the questions that require human attention will be escalated to staff. The second use case is driving hotel direct bookings. The conversation format makes it easy for customers to get the information they seek but it also enables the chatbot to capture customer details, travel dates, or special wishes. The third use case is fulfilling customer expectations, static content becoming less and less relevant to mobile customers. Chatbots offer instant access to relevant information. There is a distinction to be made between simple chatbots (rule-based) which match user questions with predefined answers and advanced chatbots that use artificial intelligence to expand knowledge and capabilities over time by learning through interactions with users. The best chatbots use a combination of intent detection and machine learning, with escalation to live agents if they do not understand or do not yet have the knowledge to handle a query.
What are the benefits of implementing a Website Chat & Chatbot?
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Increased user retention and direct bookings: Personalising the browsing experience for guests and prospects is key in today’s world. With guests wanting instant gratification and quick answers to their requests, hotels need advanced tools to cater to all requests without the need for a human each time a guest needs an answer.
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Search engine optimisation (SEO): a chatbot, when well configured, can increase hotels’ chances to appear at the top of Google search results. Indeed the chatbot is able to identify which questions are the most asked to the hotel. They will inject these questions (and answers) into the website in the form of snippets updated in real-time. These structured FAQs will benefit the hotel by improving its SEO (Search Engine Optimisation) and SERP (Search Engine Results Pages).
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Better lead generation, qualification, and nurturing: a chatbot will enable hotels to generate leads by capturing contact details, length of stay, and budget without the need for human intervention. The hotel sales team will be able to craft special offers accordingly.
What are the most important features to look for in a Website Chat & Chatbot?
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Pre-existing hotel training: the quality of a chatbot depends on its cumulated experience. It must be fed a great volume of conversations to be able to adapt to all different use cases. Hence, hoteliers should search for a tool that has already been prepared for hotels to ensure that it can cover at least 80% of queries without the intervention of staff.
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Integration to most instant communication channels: hotel chatbots can significantly increase your customer interactions. Therefore, making sure you can use it on all famous platforms (Facebook, WeChat, WhatsApp, SMS, etc.) is crucial to maximise its availability. Note, that Facebook is not enough as it does not allow collecting contact details and not all tourists use it.
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Interaction with the hotel’s staff: hoteliers need to make sure the platform can escalate requests and issues to employees in a timely manner. The hotel’s staff should be able to receive emails, desktop and mobile notifications summarise the request or conversation.
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Manage various languages: the ability to manage multiple languages is essential, especially for hotels as guests come from around the world. A bot that requires hoteliers to script is not shouldn’t be an option as it is very complicated to keep up-to-date. Hotels should choose a chatbot that can process rough data and form its own answers. When hoteliers update information, the changes are automatically passed through all languages instantly.
What are the key integrations you should look for when selecting a Website Chat or Chatbot for your hotel website?
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Booking engine: The chatbot should be able to connect to your booking engine to retrieve real-time availability and rates
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Property management system (PMS): The chatbot should provide an integration to the hotel’s PMS to retrieve guest data in order to personalise the chat experience
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Task management system: The chatbot should have the ability to escalate and create specific requests and tasks for team members within the staff communication tool
What is the typical pricing for a Website Chat & Chatbot?
Typically, a hotel can expect to pay between €50 and €300 per month depending on the features they have as well as the number of communication platforms they would like to integrate. The pricing will also vary based on the number of properties, the integration to the booking engine for in-chat booking requests and more.
What to expect when implementing a Website Chat & Chatbot?
The implementation can vary from a couple of days to a couple of weeks depending on the booking engine and task management system integration requested by the hotel. If the chatbot provider has previously worked with the booking engine, the integration should be done in a matter of hours. Then the hotelier will need to configure the hotel’s information for the chatbot to start providing accurate and automated answers.