How does the Contacts menu work?

The Contacts tab in the Asksuite Administrative Panel plays a crucial role in providing detailed information about travelers' interactions with the virtual assistant and reservation agent.

In this article, we will explore how this contact list works, offering a comprehensive view of how you can make the most of this functionality to optimize communication with your travelers.

Topics

What is it?

How does it work?

Tips

What is it?

The Contacts Tab is an essential section in the Asksuite panel. It consolidates detailed information about interactions between travelers and your service channels, whether they are chatbots or reservation agents. In this space, you can view key points of the conversations with your travelers, allowing for more precise tracking of interactions.

How does it work?

The Contact report in Asksuite provides a comprehensive view of interactions with travelers. Here are some pieces of information that are tracked and recorded in the platform:

• Date: The date information indicates the day and time when the traveler initiated the conversation with the chatbot or reservation agent. The time refers to the traveler's last interaction in the support.

• Platform: This field shows the channel through which the traveler interacted. It could be the website (mobile or desktop), Facebook, Instagram, WhatsApp, Google Business Messages, Email, or Phone.

• Requested a Quote: This information is dichotomized as "yes" or "no." It indicates whether the traveler requested a quote through the chatbot.

• Clicked on "Book Now": After requesting a quote, the traveler can choose to click or not click the "Book Now" button to finalize the purchase. This information is recorded as "yes" if the traveler clicks and "no" if not.

• Location: The traveler's location is approximate based on the IP address. Remember that this location may not always be accurate, especially on platforms like Facebook and WhatsApp, where the IP is not collected.

• Language: The conversation's language is recorded to provide insights into travelers' language preferences.

• Phone, Email, and Name: These pieces of information are not collected automatically. If you wish to collect them, you need to enable the Lead Capture feature through the chat web. Click here to learn more about this tool.

• Tags: If you have created custom tags in the Live Support panel, they will appear here with the tag name related to the chatbot user. This helps in organizing interactions.

• Information from the Last Completed Reservation: This section displays relevant data from the last reservation, such as date, value, PMS code, responsible agent, and a link to the related conversation.

Tips

To optimize the use of this functionality, here are some useful tips:

• Track Relevant Conversations: Use the Contact Tab to identify important and relevant conversations. This can help prioritize communication and provide a more personalized service to travelers.

• Personalize Communication: With the recorded data, you can personalize communication with travelers. For example, knowing the traveler's preferred language can help in choosing the language to use in interactions.

• Track Reservation Progress: The "Clicked on 'Book Now'" section can provide crucial information about the progress of reservations. This helps understand the effectiveness of your chatbot in converting inquiries into sales.

• Capture Optional Contact Information: If necessary, enable the Lead Capture feature to obtain contact information such as the traveler's phone number, email, and name.

• Traveler Segmentation: Use the recorded information to segment your travelers based on criteria like interests, language preferences, interaction history, and booking intentions. This allows you to target specific offers to each group, increasing the relevance of your communications.

• Seize Opportunities: The Contact Tab can also help identify sales opportunities. By tracking the "Clicked on 'Book Now'" section, you can identify travelers who have shown interest in booking. Reach out to these travelers to provide additional information or incentives to complete the booking.

• Customer Loyalty: Use the contact information to create targeted loyalty programs. Send exclusive offers, discounts, or updates to travelers who have already stayed at your hotel. Customer loyalty is essential for increasing the return rate and generating brand ambassadors.

• Special Offers: Use the recorded information to create targeted special offers. If a traveler has shown interest in specific activities, such as spa or tours, send offers related to those experiences. This approach increases the chances of additional sales during the stay.

• Proactive Support: Identify important and relevant conversations in the Contact Tab that require an immediate response or action. This allows for proactive support, ensuring that travelers receive quick and effective assistance.

• Post-Reservation Follow-up: After a reservation, stay in touch with the traveler. Send welcome messages, useful information about the stay, and details about the hotel's services. This creates a more enjoyable experience and can lead to future bookings.

We hope this article has been helpful and informative for you. If you have any additional questions or need more information, our support team is available to assist you.