How to activate lead capture?

Maximizing Customer Experience: The Benefits of Collecting Traveler Data. In the digital era we live in, collecting customer data has become a common practice in the hotel industry. In this article, we will explore how obtaining personal information from travelers, in the context of rate and booking inquiries, can bring significant benefits to your business. From personalized service to improved sales and reservation strategies, discover how to intelligently utilize this data to drive the success of your hotel.

Topics Covered

What is it?
How does it work?
Benefits

Step by step

What is it?

Lead capture is a functionality that enables the identification and collection of relevant data from all potential guests who inquire about rates via Web Chat. Among the data that can be captured are: Name, Email, and Phone number.

How does it work?

Lead captures occur exclusively during the inquiry process - searching for available dates and rates for a specific period - and appear after the traveler enters the date and number of people information. The form that the traveler needs to fill out should have a maximum of 3 fields by default.

________________________________________________________________________________________________________________

⚠️ Attention: Today we do not collect lead information at the beginning of the conversation. We understand the importance of a cautious approach when collecting lead information. Through tests, we have found a 70% reduction in the number of inquiries by avoiding data collection at the beginning of the conversation. This is because users prefer not to be approached right away with requests for personal information. Additionally, by collecting data during the inquiry stage, we can ensure that we are directing our efforts towards leads with real potential for purchase, avoiding capturing information from inquiries that already have reservations, for example. Thus, by engaging users in an interactive conversation, we increase the likelihood of qualifying valuable leads for your business.

________________________________________________________________________________________________________________

When we capture the name, it is automatically modified in the Live Support menu to identify the person, which will further facilitate your agents' performance during interactions.

Benefits

And what do you gain from all of this? Collecting leads through the chatbot brings numerous benefits to your company. Check out some below:

• Contact database: Creating a database of registered potential customers within the platform, providing a solid foundation for targeted marketing actions.
• Personalized marketing: Possibility of developing personalized, segmented, and relevant marketing campaigns using the collected contact emails and phone numbers.
• Abandoned inquiry recovery: Ability to reengage potential customers who abandoned the conversation on the website chat, using contact details to send personalized messages and special offers.
• Increased conversions: Improved conversion chances by establishing direct communication with qualified leads, providing relevant information and purchase opportunities.
• Retention and loyalty: Strengthening customer relationships by allowing the sending of exclusive information, special promotions, and post-sales follow-up.

These combined benefits help drive your marketing initiatives, optimize communication with customers, and make the most of sales opportunities, resulting in a more solid and sustainable growth for your business.

Step by step

1. Go to your Administrative Panel;

2. Click on Settings;

3. Now click on Lead Settings;

4. Check the information you want to collect and click Activate. You can also define whether the fields are mandatory or not.

________________________________________________________________________________________________________________

⚠️ Attention: We suggest initially using a maximum of 2 fields for filling out: name and email, as it has been proven that the more fields we include in a form, the higher the conversation abandonment rate.

________________________________________________________________________________________________________________

Where do the leads go?

The registered leads can be found in the Contacts tab of the Asksuite administrative panel. To access it, simply click here.

On this screen, we display automatically collected information about the inquiries, such as language, location, and communication platform. If travelers fill out personal data information from lead captures or any other form within the chatbot, the name, phone number, and email will also be displayed in the contacts table.

Furthermore, the information obtained from WhatsApp, Facebook, and Instagram will also be included in this table. For example, on WhatsApp, you have access to the customer's phone number, on Facebook, you have access to the customer's account name, and on Instagram, we can retrieve the customer's username.

Want to activate your lead capture now? Just click here!