How can a team of Now Here Boutique Suite Now Here Boutique Suites is a 4-star business servic residence locat in Kuala Lumpur, Malaysia, with free Wi-Fi, outdoor swimming pool, fitness center, hot tub, indoor kitchenette, sauna, game room, library, restaurant, in The overall rating on the Expia website is “4.0/5 very good”.
How can a team of In the service industry, why is a good customer experience so important?
You may not know this, but more than two-thirds of marketers say their companies rely primarily on customer service to compete . It is certainly a skill to regularly add new customers to the company, but retaining old customers is also very important, because the cost of finding new customers is 6 to 7 times the cost of retaining existing customers.
Taking hotels and servic apartments as examples, research points out that there are three main problems in losing customers, namely:
– Customers wait for a long time on the phone to make an appointment or enquiry.
– Poor communication after the account manager answer the phone
– Unclear website reservation instructions
Ultimately, all three emphasize the ne for hotel customer service to be “immiate, clear, and communicative.”
“Multiple people log in at the same time” can achieve “instant customer response”
“Real-time customer response” is the simplest and most direct standard for a good customer experience. However, research shows that more than 75% of consumers say that waiting time for a live agent to handle inquiries is too long .
In the hotel industry, customer inquiries cannot be discuss “tomorrow.” Many tourists check in late at night and early in the morning. If they encounter problems during transportation, registration, or during their stay, they expect to contact the hotel account manager through phone calls, social platforms, etc.
Therefore, if the hotel account manager cannot respond 24 hours a day
Tourists will basically not choose the same hotel again, and are more likely to make customer complaints. Customer complaints will lower the hotel’s rating on tripadvisor, agoda and other websites, and will also Directly affects hotel turnover, because 90% of travelers will choose a hotel bas on guest ratings!
In the past, NowHere Boutique Suites only had a local Malaysian customer service team, so there was no account manager to respond to guests after 5 p.m. As a result, it receiv many customer complaints, accusing the hotel of not being able to handle urgent matters from travelers, and the hotel’s rating was lower as a result.
In this way
NowHereBoutique Suites understands the importance of responding to guests promptly, and also understands that the hotel is short of manpower, so it expands its overseas customer service team and establishes a customer support team of more than 10 people, with sub-teams under the team.
By this time, the customer support team of NowHere Boutique Suites was already very large, but another problem arose: Although the team in Malaysia and overseas had dozens of account managers in total, they could not log in to a WhatsApp number at the same time to work together to reply to customers.
Neless to say, such a customer response rate is of course very slow! First of all, only one account manager can handle customer nes at each time period, which is very inefficient! Secondly, the next account manager nes to re-read all the information before following up on the previous account manager’s case, which takes too much time and makes it easy to miss information!
How can various departments and account managers of NowHereBoutique Suites collaborate to respond to guests at the same time under the same interface?
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1. Multiple employees log in at the same time
Multiple logins
Whether it is the WhatsApp website or mobile application, by using SleekFlow, NowHere Boutique Suites allows multiple employees to log in to a WhatsApp number at the same time and reply to guests at the same time. The local Malaysian and overseas account teams can log in to WhatsApp at the same time to respond to customers seamlessly. They do not have to wait for the previous account manager to log out before providing customer support. Moreover, multiple account managers can handle customer service together, increasing the spe of replying to customers. .
2. Aggregate all customer conversations
Clients’ conversations
SleekFlow can perfectly integrate WhatsApp, Facebook and other messages. NowHere Boutique Suites account managers can view all activity records or important information about customers on the same page.
Account managers can switch between different channels easily and quickly, and continue to use the functions they are accustom to, such as sending and receiving blue ticks, voice messages, etc.
3. Divert various departments and employees
Grouping conversations
NowHere Boutique Suites said that through SleekFlow, all customer inquiries after 5 o’clock will be automatically divert to the overseas account manager team to respond to customer nes 24 hours a day, spe up the dialogue process, and improve satisfaction.
automation template
About 90% of workplace mistakes are caus by poor communication within the team. Now all messages from WhatsApp and Facebook can be automatically divert to different NowHere departments (such as marketing, customer service, front desk, cleaning staff) and account manager roles to spe up cross-channel communication and collaboration and convert sales more efficiently.
NowHere Boutique Suites can also use the hidden message function for internal communication, such as special customer benefits, or confirming customer check-in time.
NowHere Boutique Suites said that after using SleekFlow, their marketing list Malaysian and overseas outsourc customer teams can provide 24-hour split services, and members can actively collaborate without intervention at the same time, and receive customer inquiries and messages from WhatsApp and Facebook on the same platform. Open and response rates are greatly increas, improving the customer experience.
NowHere Boutique Suites refund
In fact, NowHere Boutique Suites has always understood the first take analysis facebook’s crusade importance of customer experience and is committ to solving customer dissatisfaction as soon as possible, just like its mission “We guarantee cleanliness or you can refund within first 30 minutes after check in.” (If the room is not clean, we promise to Refund within 30 minutes of your check-in)
SleekFlow’s services are just the icing on the cake.
What inspiration does the success of NowHereSuites have on other businesses?
The success of NowHere Boutique Suites
In fact, it is no longer easy to handle customer inquiries in real time, and it is even more difficult to handle customer nes from different channels. This phenomenon has become the omnichannel era (OmniChannel).
NowHere Boutique Suites sees that social commerce has become a major trend, so it uses many social mia accounts, such as WhatsApp and Facebook Messenger, to handle customer reservations and inquiries.
SleekFlow and NowHere Boutique Suites
Remote sales will be a major trend in the future, and social commerce is an indispensable part. Facebook and Instagram have also launch Facebook Shops, which allows retail merchants to create online merchants on the two most popular social platforms in the world for free.
Social commerce
The success of NowHereSuites is a sign of the breadth of ” social commerce “. Whether it is products or services, service experiences that integrate social platforms and online shopping are becoming more and more popular.
In fact, SleekFlow has a wide range of customers, including tutors, jewelry stores, transportation companies, hotels, handbag stores, you name it. Basically, no matter what industry you are in, as long as you ne to build close relationships with your customers, SleekFlow can definitely help you.
Therefore, SleekFlow has always recommend that enterprises make full use of the information automation, classification, spe, broadcast and other functions of WhatsApp Business:
-Manage conversations on WhatsApp, Facebook, WeChat, Line, Live Chat, SMS, etc. on one platform; send mass promotion content to various messaging channels with one click, and automatically direct conversations to different branch sales and customer service departments
-Record how many messages are successfully sent, deliver, and read, and calculate the customer reach rate and conversion rate. The data can help you conduct second marketing and increase the conversion rate of potential customers by 42%.
