iVA HOSPITALITY Assist
Deliver 5-Star Guest Experiences
FOR Online and brick-and-mortar Hospitality Services
Get your marketing, sales and support teams into the pockets of guests. Use instant messaging to handle everything from MICE and event venue inquiries to special requests from luxury travellers.
Common Problems & Challenges
Customer Queries Go Unanswered
Without continuous online support, customer queries may go unanswered during off-hours, leading to dissatisfaction and potential loss of sales.
Decreased Conversion Rates
Customers may abandon their shopping carts if they encounter issues or have questions that aren't addressed promptly, resulting in decreased conversion rates.
Missed Sales Opportunities:
Failure to engage with potential customers in real-time can lead to missed sales opportunities, as customers may seek immediate assistance and opt for competitors who provide it.
Increased Customer Frustration
Customers may become frustrated when they can't find answers to their questions or resolve issues quickly, leading to a negative perception of the e-commerce brand.
Higher Support Costs
Without automated support tools, e-commerce businesses may need to invest more resources in human customer support agents to handle inquiries, leading to higher support costs.
Inefficient Use of Resources
Human agents may be tied up answering repetitive or low-level inquiries that could be easily addressed by chatbots or virtual assistants, leading to inefficient resource allocation.
Inconsistent Customer Experience
Without 24/7 support, the customer experience may be inconsistent, as response times vary based on when inquiries are made, potentially eroding trust in the brand.
Limited Scalability
E-commerce businesses may struggle to scale their customer support operations effectively without automated tools, especially during periods of high traffic or increased demand.
OMNI-Channel Mobile CRM
Maximise Communication & Support
- Instantly reach your guests on their preferred communication app and keep the engagement rate high
- Centralize guests communication with one omnichannel business communication tool.
- A messaging platform for pre and post marketing and sales automation and support.
iVA HOSPITALITY Assist
An AI-powered communication and process automation tool designed to integrate smoothly with your existing platforms and processes, to improve guest communication, engagement, experience, and support while reducing HR workload and resources required, leading to lower costs and increased revenue.
A Three-Phase Guest Journey Solution
Pre Sales
Facility/Room Availability
Common Problems
- Delayed support for crucial info on room availability and amenities
- Inefficient lead handling and inadequate after-hours support
- Difficulty reaching guests or hosts regarding bookings and procedures
- Long response times for email communication or being marked as spam
- Verbal phone conversations or chats required for payment instructions
- Lack of insights into why prospects didn’t complete their bookings
- Limited or insufficient self-service options beyond the booking channel
The Solution
- The Intelligent Bookings Agent
An AI-driven, interactive communication platform designed to boost accommodation bookings by at least 12% through omni-channel, 24/7 information, assistance, and support.
What's Included:
- WhatsApp API - BSP Membership & Licence
- Communications Channels (WhatsApp / Webchat)
- Personalised Intelligent Virtual Assistant/Agent
- LLM (CHATGPT) Integration for Human-like Responses
- Conversational design, menu's and workflows
- Knowledge base (guesthouse / facilities & rooms / marketing & sales)
- Room / facility Information cards & website linking
- Guest profiling fields (3 x custom fields)
- Data analysis and reporting - chat / sales analysis
- Ongoing system management, updates and support
- Monthly MSP reports
Onboarding
Guest Bookings & Check-Ins
Common Problems
- Guests scrambling to find booking details at the last minute
- Guests requesting directions even though they are visible on booking apps
- Guests wishing to check in earlier or later than expected
- Guests needing to make urgent booking changes
- Requiring manual and repetitive instructions and tasks to be sent
- Manual booking cancellations and instructions
- Limited guest self-help options or ineffective, robotic automations
The Solution
- The Check-In Booster
A room or facility communication & assistance tool that integrates with existing booking management platforms, that leverages automation and self-service features to enhance customer bookings experience by 37% and booking throughput by 9%.
What's Included:
- A room or facility communication & assistance tool that integrates with existing booking management platforms, that leverages automation and self-service features to enhance customer bookings experience by 37% and booking throughput by 9%.
- Bookings progress status tracking & notifications
- Follow-up and auto reminders
- Document upload and repository
- Change / update / cancel bookings
- Onboarding related menus and flows
- Accept House rules and vetting
- Knowledgebase (Bookings)
- QR Codes for fast reception Desk onboarding
- Data analysis and reporting - guest booking stages
- Guest profiling fields (5 x Additional custom fields)
- Post booking Info automations (dates / location / etc)
Post Sales
Checked-in Guests
Common Problems
- Weak after-hours technical support; the host is not always available
- Ineffective methods for announcements and notifications
- Guests needing manual changes or extensions to bookings
- Guests directly contacting the host for troubleshooting and info
- Guests being uninformed about events, activities, or facilities
- Manually gathering details on food menus and breakfast preferences
- Guests leaving bad reviews before the host has a chance to rectify issues
The Solution
- The Virtual Guest Assistant
A guest engagement and support solution that reduces HR resources and manual repetitive tasks by 43% and raise guest experience by at least 22%.
What's Included:
- Guest custom notification / Reminders component
- Two-way, private guest Support communication
- Feedback, suggestions and complaints components
- Auto reminders (check-out / next stay / etc)
- Suggested Restaurants, facilities and activities
- Filtered bulk messaging via WhatsApp
- Guest Self-help functions on WhatsApp or other channels
- Food menus and gather breakfast meal preferences
- Knowledgebase (Post Booking)
- Custom feedback and ratings to prevent bad reviews
- Statistical Reports and Feedback
iVA HOSPITALITY Assist
Benefits
Classrooms have gone digital. Your communication should too. Leave old-school tactics behind and use instant messaging to recruit, reach out to, and support students and stakeholders.
Provide instant, consistent, and accurate information about your guesthouse, rooms, availability, and procedures 24/7, ensuring high-quality service delivery and securing 5-star guest ratings.
Effective communication leads to a deeper understanding and enhanced customer experience, essential in a competitive market, promoting guest loyalty and repeat visits.
Save time and resources with efficient guest self-service options and automated communication, reducing repetitive tasks and allowing you to focus on delivering exceptional hospitality.
Offer easy-to-use booking and check-in processes, tailored to guests’ preferred communication methods, contributing to a positive and seamless hosting experience
Deliver a superior guest experience that fosters loyalty and secures a competitive edge, attracting both returning and new guests.
Prevent double bookings, errors in room amenities, unattended reception desks, missed phone calls, and other issues that can lead to guest dissatisfaction and refunds.
Collect instant, unbiased feedback from guests after their stay, filtering happy customers and automatically prompting them to rate your guesthouse on Google Places.
Stay ahead with the latest hosting trends and technologies, enhancing your guest communication, support, and operational efficiency.
Tailor communication and services to each guest’s preferences and special requests, boosting satisfaction, encouraging repeat visits, and building guest loyalty.
Gather precise guest information, feedback, and operational data to inform executive decisions on facilities, amenities, and procedures.
Effectively handle hundreds of simultaneous inquiries and automated operations, allowing your business to scale without the need for additional HR resources.
Access a dedicated team of AI-driven IT experts who provide ongoing support, development, and updates to your operational infrastructure, utilising the latest technologies.
Streamline communication throughout their Stay.
iVA HOSPITALITY Assist
Features
Guesthouses have gone digital. Your communication should too. Leave old-school tactics behind and use instant messaging to recruit, reach out to, and support students and stakeholders.
Let Guests Instantly Recall Any Booking-related Information, Such As Booking Details, Location Information, Itineraries, Dates, And Announcements, Using A Simple Command Or Self-help Menu On Whatsapp.
Provide Guests With A Seamless Online Payment Experience For Bookings Via Whatsapp Or Any Other Preferred Communication Channel.
Share Food And Drink Menus, And Automatically Collect Breakfast Meal Options And Preferences (E.G., Eggs And Toast) To Send To The Kitchen.
Offer Guests An Easy Way To Provide Information About Accompanying Guests And Upload Documents To A Repository Folder Via Whatsapp.
Automatically Send Time-based Check-out Instructions And Offer The Option To Upload Facility Photos And Select Deposit Refund Options For Early Check-outs.
Notify Guests Of Items Left Behind And Provide A Self-help Option For Collection Or Couriering, With An Additional Payment Charge.
Ask Guests To Rate Their Stay And Provide Feedback And Recommendations Before They Rate You On The Booking Channel. Filter And Prompt Only Satisfied Guests To Leave A Google Review.
Automatically Send Follow-up Marketing Campaigns, Integrate With Facebook And Google Ads, And Send Out Special Offers Via Mobile Communication Channels.
Group Guests Based On Predefined Filters, Conditional Stages, Custom Groups, Subjects, Tags, Guest Type, Or Other Attributes (E.G., Future Guests, Current Guests, Past Guests).
Provide Guests With Self-help Options And Functionalities Regarding Their Bookings, Amenities, And Facilities Without Requiring A Dedicated App.
Retrieve Valuable Statistical Feedback And Reports Related To Bookings, Chat History, Occupancy, Guest Experience, And More.
Manage Your Contacts, Conversations, And Automations Remotely With Our Mobile App, Available On Apple And Android.
Provide Guests With Instant, Personalized Support 24/7, Offering Information On Room Availability, Check-in Details, Troubleshooting, And More
The Hospitality Companion Seamlessly Integrates With Nightsbridge, Automatically Sending Booking Details And Communications To Guests After They Book Or When A Booking Is Processed Manually By Your Agent.
Manage Your Contacts, Conversations, Automations, And Actions From One Centralized Location. Trigger Template Messages, Instructions, Notifications, And More, Either Automatically Or Manually.
Communicate With Guests On Their Preferred Devices And Apps Like Whatsapp, Telegram, Messenger, Google Chat, Etc., Instead Of Relying On Slow Emails Or Dedicated Booking Channels That Require Guest Login.
Allow Guests To View Photos And Details Of Your Guesthouse And Rooms While Inquiring On Whatsapp Or Other Preferred Platforms. Optional Virtual Tours Of Your Facilities Can Be Provided Upon Request.
Enable Guests To Check Availability And Book Rooms Directly From Your Nightsbridge Room Listings Page While Chatting On Whatsapp Or Their Preferred Communication Channel.
Automatically Send Check-in Details, Including Guesthouse And Room Location Maps, Access Keypad And Lockbox Codes, Wi-fi Details, House Rules, And More.
Automate Or Manually Trigger And Manage Event Notifications Or Guest Announcements.
The Hospitality Companion Supports Most African And International Languages, Offering Translation, Classification, Summarization, And Understanding Of Misspelled Or Sms-type Writing Styles.
Allow Guests To Track The Progress Of Their Bookings, Receive Auto Reminders, And Recall Booking Details Anytime Via Whatsapp Or Their Preferred Communication Channels.
Automatically Or Manually Send Pre-defined Messages With Dynamically Updated Content Related To Booking Details.
Case Study
Guesthouses : Meadowbrook Properties& Buffels Place
Efficiency Rate
Customer experience
% task Accuracy
Chat Fall-off rate
Engagement rate
The future of Guest Communication
& engagement is here.
Engage on every channel
Communication is the engine of all customer relationships. Secure brand loyalty and higher customer lifetime value with excellent after-sales and support experiences.
Automated Drip Campaigns
Keep your customers engaged - Build interest about new models or used car deals via throttled information in multichannel drip marketing campaigns
Customer Segmentation
Target Customer's Needs Segment customers by past purchases or buyer behavior for retargeting
SEND BROCHURES AND INFO OVER CHAT
Raise the level of engagement - Use new catalogs and brochures as lead magnets to capture, generate and nurture leads
MEASURE SALES PERFORMANCE
Optimize Marketing and Sales Efficiency - Have total visibility over chats and measure agent performance with data and analytics
Turn conversations into reservations
Messaging apps foster trust faster than email and phone calls. Overcome objections and close deals with ease when you combine automotive chat with customer data, automation and integrations.
Customer Profiling
Unify customer data - Turn your customer profile data into the fuel that powers your pipeline.
Automated or Scheduled Chat Blasts
Re-engage Customer's Interest - Broadcast special offers on messaging apps to target audiences instantly or schedule them in advance
Analytics & Reporting
Track Conversions, Drop-offs & Engagement - Recalibrate support weak points identified in agents' chat records, NPS or CSAT ratings and performance analytics
OPTIMIZED CUSTOMER ENGAGEMENT
Ensure Returning Customers- Hit high open and click-through rates when you use the right channels
Launch a Virtual Concierge
Accelerate decision-making when you nudge customers with cross-platform promotions, then follow up directly in their messaging inboxes.
UNINTERRUPTED SUPPORT 24/7
Don't lose potential Clients- Offer 24/7 support with self-service options like automated FAQs, access to a human agent or a mix of both
aUtomate Service Reminder
Get your clients updatd and informed - Immediately guide customers through the payment process on the same thread right after recommending a product.
Marketing and Sales Automation
Increase marketing uptime - Automate your sales pipeline, from sales qualification to deal creation 24/7.
Client Profiling
Know your customer by heart - Impress customers when you recognize them on any channel and always have their full context at hand
