As reported on phocuswright.com in their article Chat, Shop, Buy: Messaging as the New Traveler Medium, RoomKeyPMS is seeing more and more demand for our clients to be able to utilize messaging as a form of communication with their hotel guests, like Go Moment’s Ivy. This report examines the rise of messaging and the opportunity for travel brands to leverage chat-based services for customer engagement. The article addresses the following: The use of text and messaging apps among U.S. travelers; The growing ecosystem of chat-based travel planning services; The target traveler segments for chat-based travel planners and the challenges in winning them over; The use of chat in hospitality for guest service and engagement; The role of bots, artificial intelligence and people in powering chat; The future of chat and how it will – and will not – impact travel. If you’d like to learn more about what RoomKeyPMS can do around messaging for your property, please contact us.
THE IMPACT OF A PMS IN THE GUEST LIFE CYCLE
Stages 1–3: Pre-Arrival, Arrival and Occupancy/Stay