Customer feedback platform TrustYou has launched a ‘Live Experience’ tool offering hoteliers the chance to react immediately to guest feedback.
The technology opens up guest engagement opportunities by combining direct, contactless messaging with real-time guest surveys into one solution.
Live Experience is expected to appeal to hoteliers during the COVID-19 pandemic because it enables real-time and contactless engagement.
An improved Live Messaging tool allows hoteliers to communicate with guests so they can intervene to turn negative experiences into positive ones, said TrustYou.
And a newly-released Live Survey tool targets guests and encourages them to submit on-site feedback.
At check-in, guests can gain access to the live survey through a QR code, a wifi login page, or a URL link provided by the hotel.
Guests can leave their initial impressions, issues that they might have registered, or any particular requests that would improve their stay.
Once the survey is submitted, it is automatically made available in staffs’ Live Experience Inbox, from which they can reply, identify any problems, and take immediate action.
TrustYou chief executive, Benjamin Jost, said: “We have reached a point in history when open and honest communication between businesses and customers is more impactful than ever.
“By fully leveraging the Live Experience solution, hoteliers have the chance of not only defunding any issues that guests might encounter during their stay but also the opportunity of taking action on the spot and actually making a difference in the guest experience.
“By gathering mid-stay feedback, the hotel staff can take immediate action and prove to guests that they are heard, that their impressions matter, and that their wellbeing is the hotel’s highest priority.
“We want our clients and partners to have the best possible technologies and tools available on the market, in order to enhance the guest experience and make an actual difference; not later, not next time, but right now.”