How to record traveler information?

In our omnichannel platform, we offer an integrated and efficient way to manage communication with your customers across various channels such as your website, WhatsApp, Facebook, Instagram, Google Business Messages, and more. Our platform is especially valuable for reservation centers and customer service, where you can track chatbot interactions and engage directly with travelers and prospective guests.

In this article, we will discuss how you can record traveler information using our customer service solutions for the hospitality industry. We understand that this is crucial for providing a personalized and effective experience to your customers. Let's explore the step-by-step process, including automatic information integration and manual recording during interactions.

Automatic Registration

Depending on the communication channel used, some information may already be automatically recorded. Here's how it works today:

• WhatsApp: User name and phone number;
• Facebook, Instagram, and Google Business Messages: User name;
• Web chat: No personal information is recorded except for location via IP.

 

Is it possible to collect agent information at the beginning of the conversation?

• Initial Barrier: Introducing a form at the beginning of the conversation creates an initial barrier for the traveler. This can be intimidating and discouraging, especially if the form contains many fields or detailed questions. Travelers may abandon the conversation before it even begins, resulting in lost conversions.
• Disruption of Natural Flow: Virtual assistants are designed to simulate natural conversations. Introducing a form abruptly disrupts this natural flow. Travelers may prefer a more organic interaction before sharing personal or contact information.
• Lack of Context: At the start of the conversation, virtual assistants often lack sufficient information to customize the form according to the traveler's specific needs. This can lead to generic questions that do not apply to the traveler's situation, creating a frustrating experience.
• Distrust and Privacy: Travelers are sensitive to the privacy and security of their personal data. Requesting personal information right at the beginning can generate distrust. Travelers may wonder why this information is needed before receiving relevant assistance or simply getting a quick and straightforward answer.

------------------------------------------------------------------------------------------------------------------💡Tip: We recommend collecting information when the conversation has already advanced in the context of an automatic quote, when the traveler has already shown interest in making a purchase. To learn how to activate the lead collection form, visit: How to Activate Lead Capture?

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Step by Step

Now, let's detail how you can manually record traveler information during the interaction. When interacting with the traveler, you'll have the option to insert/edit their name, email, and phone number. To do this:

1. Access the Live Chats screen;
2. In the conversation interface with the traveler click Insert name to enter the traveler's identification;

Click the down arrow to expand and view other registration options, such as Email and Phone. The traveler's location will be identified based on their IP.

By following these steps, you can effectively and conveniently record or edit traveler information, ensuring that your team has access to the necessary information to provide personalized and high-quality service.

Remember that our customer service platform is designed to streamline direct communication between hotels and travelers, allowing you to create exceptional experiences for your customers. If you have more questions or need additional assistance, please don't hesitate to contact us.