The Hospitality Industry Embraces SnatchBot as a Customer Support Tool

One of the reasons why chatbots are becoming more and more popular so fast is that their ROI is amazing. By implementing a single chatbot a whole hotel chain will be able to take care of their customer inquiries, reservations, bookings, and all of those less complex but most common customer support tasks.

Unlike when you have human customer support staff, chatbots don’t require any upgrades and you don’t need to hire new people when there is a lot of work – a single solution does it all. What’s even better is that there are lots of free chatbots available. In fact, companies can even build custom chatbot solutions specific to their needs.

“Brands and businesses that need to book a lot of services such as hotels, travel agencies, tour guides, flights, buses, and so on, are already using many of our hospitality chatbot solutions.” – Avi Ben Ezra.

The reason for this is that chatbots are very convenient, they are simple to use, and customers can rely on them to book their reservations while feeling like they are chatting with their friend. It’s very easy for companies to put these solutions to use and there are even a lot of free chatbots for smaller organizations that don’t have advanced needs.

Instead of having multiple employees deal with various reservations, a single chatbot system can handle all of them and without making any mistakes. What’s even better is that customers will have a great experience in conversations with chatbots and not even mind that they are talking to a machine.

While they communicate with customers chatbots are also silently collecting various information that can be used to improve customer service. The information collected can include customer’s inquiries, bookings, and purchases, information on their age, job, their location, the time of day they are contacting, patterns in behavior, and so on.

All of this information can be processed to give valuable insights into customers’ behavior. For example, based on a pattern of questions asked in the past and the solutions that were offered successfully, a chatbot can recognize what a customer might need and offer them a service which they are likely to accept.
This way, a more personalized support is provided and customers will receive customized solutions to their troubles. Chatbots delight customers as they come up with valuable solutions, all the while saving your customers’ time.

Chatbots are very efficient solutions that can improve hospitality customer support tremendously. They handle more customers, make no mistake, but they are also available 24/7 and save you a lot of money. Building one from scratch might take time, but it will pay off very quickly, so it’s no wonder that everyone is looking to get one.

The evolution of technology has always had a great impact on our lives – it made them better and easier. Just think about a simple washing machine and what it does for us, how much time and effort it saves us. However, this is “simple” technology without much power, just think about how far something like artificial intelligence can go.

AI has been a hot topic since 2016 and it is still very important, as there are more and more practical and AI-powered solutions available to us. It has introduced many new technologies recently, one of the most notable being chatbots. In fact, chatbots are so widely adaptable and affordable to everyone that they instantly became a standard.

Chatbot solutions have been particularly useful for customer support in the hospitality industry. Avi Ben Ezra, the CTO of SnatchBot has stated that out of 40 million interactions their chatbots have had, over 10% were in customer support, and this is a big number. I’ve talked to CTO of SnatchBot about the reasons why chatbots are such successful customer support tools for the hospitality industry and he offered some interesting answers.

You might think that this requires programming and other skills but no, there are various chatbot building platforms such as SnatchBot.me that allow companies to build their own chatbots without any coding knowledge. Anyone can do it, and it’s as simple as playing a video game. This means that nothing is left to chance and that you can design your own solution to work to absolute perfection.