Overview:

It is the job of the hotel to uncover a guest's problem and feedback and not their job to report them. Guest's also have limited recall period for their sharing their experiences, both bad and good. Hotels either reachout too late or have a very generic way of handling guest feedback. Automation has made it possible to adapt proactive approach and auto direct the necessary teams to take action upon, wherever needed. Automation can lead to 10x growth in response rate, drive detailed reviews and help resolve issues for better brand loyalty.
This automation workflow shows how you can engage with your guests in real time, take NPS feedback and take necessary action basis their NPS response. A good reviewer may be pushed towards loyalty membership enrollment or referral program. An unhappy customer can be patched with client response team to take necessary action in real time.

Industry:

Travel/Hotel/OTAs

Use Case:
Automated NPS feedback post hotel checkout

Events:

Stay_Completed

Webengage.Track(‘Stay_Completed’, {

/*String*/
“Name” :
“Email” :
“Contact” :
“Residential_City” :
“Residential_Address” :
“Occupation” :
“Suite_Type” :

/*Number*/
“Number_of_guests” :
Number_of_Days_Stayed” :

/*Dates*/
“Date_of_Birth” :
“Check_In_Date” :
“Check_Out_Date” :

/*Boolean*/
“Customer_Satisfied” :
“Feedback_filled” :

})

Step-by-step explanation:

1. The Journey gets triggered for the users once he/she completes the stay.
2. Workflow waits for 1 day and triggers a personalised NPS survey via email. Email contains information around the stay and other details like services taken.
3. Workflow checks for the response of the NPS survey submitted bu the user.
4. If rating is above 3 out of 5, workflow triggers a personalised offer/loyalty member or referral program.
5. If rating is below 3 out of 5, we update the CRM with bad experience for the booking Id.
6. Workflow then updates the customer service team about the necessary action for the bad review.
7. Journey ends for the user.

Need help with activating this journey? Drop a mail at support@webengage.com with your query.