Communication plays a vital role in the hospitality industry. The success of a hotel thrives on customer relationships. As such IVR solution is an excellent option for the hospitality industry to ensure that the clients are instantly taken care of.
What is an IVR system?
Interactive Voice Response systems have been around since 1980, perhaps you’re already familiar with them. It allows callers to navigate through your services using voice recordings, voice recognition, and dial tone inputs. This can save a ton of budget on receptionists. Also, it could give your guest peace of mind. This year monthly calls to cruise lines in August 2020 were up 79% from March 2020. Therefore, call volume is likely to be higher than it was during previous years.
The most common uses of IVR in the hotel industry are for making reservations, gathering information about special offers, submitting complaints, and finding information about products or services.
How will IVR improve the customer experience at any hotel?
A good IVR system will go a long way to improve your consumer experience. It’s an excellent resource for both your consumers and your executives. Let’s take a look at the specifics.
Gather information
The most important way of using IVR to improve the experience of your guests is making as much information available as possible. Let them know about all the details that make your hotel special such as nearby tourist attractions. It might also be a great opportunity for some cross-promotion with local restaurants. Anything that will help them have the best possible time. Isn’t that what hosting is about?
Personalized conversations
Your customer service team will have a better time dealing with your clients if they know what each client is looking for ahead of time. An IVR system will take your clients through your services, giving them all the information automatically. It will be really helpful to know if a client is calling about reservations or about any other service ahead of time.
Improve brand perception
Having a proper IVR system in place will show your clients that they are not alone, many people visit your hotel. That’s a great social motivator for hospitality services.
Time and Location-based routing
If you’re dealing with regional or international clients, learning the location they are calling from will give you valuable input. You could customize the available languages, and information available. Plus, letting them know the working hours of your customer service will help you get missed calls back.
Reducing costs
A good IVR system will free up your marketing budget. You’ll spend less on receptionists and your customer service team will be able to meet with more clients. This will allow you to allocate that budget to user experience campaigns.
These are just some of the ways an IVR system will improve the experience of your hotel guests.
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Call centers have acted as a primary choice of customer support.
If you’re consistently adding value and reducing friction within these interactions, you’ll be more successful with delighting and retaining your customer base.The reason why IVR systems are widespread is simple.
Customers have higher expectations for customer service and IVR systems help support teams respond to customers on time.
This used to be harder, thankfully, voice recognition allows a lot of flexibility without overcrowding your menu.Immediate Human assistance when needed/An easy option to bypass your IVR/ an easy opt-outIVR Systems are wonderful, but they can’t handle every situation.
At times when a customer is frustrated and needs a quick resolution, it’s better to present the customer with an option to go straight to a live agent.
You should also consider adding messages while they are on hold.
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