We all like what we like.
We have our favorite brands, our favorite routines, our favorite ways of working.
The great thing, of course, is that there is so much choice.
And, in business communications in particular, those choices have been widening.
Some of the ways in which we all used to interact socially are also now preferred ways for many of us to interact with the brands with which we do business.
It’s no longer just about voice or email or webchat.
It must also be about SMS, WhatsApp, Twitter, Facebook and all the others.
Businesses unable to engage effectively with their customers via every channel are sorely lacking.
In the hospitality sector, this omnichannel Cloud Communications as a Service (CPaaS) approach is now at the heart of smarter enterprises’ strategies to improve the guest experience whilst simultaneously delivering workflow efficiencies.
For example, data from Criteo’s Travel Commerce Insights Report has revealed how 78% of travelers in the Asian-Pacific region say they begin their web searches via mobile devices, while 63% said they were likely to complete their bookings on mobile apps.
Additionally, 89% of travelers’ plans are influenced by online content – underscoring the importance of customer experience, particularly in an industry where so much of the buying is emotional and experience-driven.
Having an expert technology partner on board can ensure every base is covered.
“The only way travel and hospitality players can effectively compete in this market is to enhance the customer experience away from transactional to conversational and eventually to a personalized service,” says Augustine Ler, Vice President of Sales for the APAC region at leading global digital provider Syniverse, whose Concierge CPaaS solution enables just that.
“This can be done through an omnichannel, experiential marketing and customer service strategy – that means being present across digital and traditional channels, and ensuring a seamless and consistent flavor of customer experience across them all.
“CPaaS seamlessly bring all of an organization’s communications channels together onto a single, platform; making it easier to execute, manage, monitor and oversee an omnichannel strategy.
“Powered by cloud technology, it can competitively, economically and accessibly deliver services to businesses of all sizes, providing them with the agility they need to develop and integrate communications channels and features, without the need for dedicated tech and tailor-made apps.
“In the case of Syniverse Concierge, it employs APIs for convenient integration of SMS, MMS, Voice, Push Notifications, WhatsApp, and many more into a single platform, making it incredibly easy to maintain a true omnichannel presence.
“It is even possible for these solutions to integrate with partners, such as airlines, hotels, transport and other service providers, to quickly and easily provide an exceptional customer experience.”
Key to the hospitality and tourism sector, the platform boats easy economical scalability and automation.
Demand in this sector comes in waves, with a certain seasonality. Often, as these waves peak, businesses run out of human resources to respond to requests and inquiries, losing out on potential leads.
During peak periods, users are able to allocate real human interaction where it can add most value, while allowing automation to handle the rest; walking the fine line between automated assistance and real human attention.
As a result, customers get instant 24/7 access to personalized information via the communication channel of their choice, both during the conversion stage and throughout the period in which they either stay at a hotel or consume a service.
To that point, a recent survey showed that 94% of APAC-region hospitality customers are generally willing to pay more for brands that personalize their service experience.
“The best omnichannel approaches will empower businesses with quick deployment that requires no intrusive interference with their existing systems,” says Ler.
“Syniverse CPaaS Concierge enables all of that to occur. It can take omnichannel hospitality marketing and guest experience to the next level, transforming it into one that is agile, responsive and always adapting to your customers.”
To learn more about how Syniverse can help your and your customers’ businesses leverage the power of omnichannel communications, visit Syniverse.
