In this article, we'll provide you with a comprehensive overview of your robot's activation questionnaire, a powerful tool that enables efficient and personalized communication with travelers interacting with your establishment. The activation questionnaire is a crucial step in setting up your virtual assistant properly, ensuring it's ready to meet guests' needs and represent your hotel's personality in a friendly and welcoming manner.
Topics covered
What is the robot's activation questionnaire?
Step-by-step guide for filling out the questionnaire
What is the robot's activation questionnaire?
The chatbot's activation questionnaire is a fundamental step in configuring your hotel's virtual assistant. It's a form where you can enter important responses and information, both in text and images, for the most frequently asked questions travelers send to your establishment. Essentially, the questionnaire serves as the knowledge base that the chatbot will use to communicate with your audience quickly, accurately, and relevantly.
Through this questionnaire, you can train the chatbot to respond to a wide variety of common questions, such as reservation information, hotel policies, check-in and check-out times, available services, nearby tourist attractions, and much more. The more comprehensive and well-prepared your activation questionnaire is, the better the guest experience will be when interacting with the chatbot.
Best practices
To get the most out of your robot and ensure a friendly and efficient interaction with guests, here are some best practices for setting up the activation questionnaire:
- Personalization and friendly language: Remember that the chatbot will be the first point of contact for travelers with your hotel. So, it's crucial that the virtual assistant represents your establishment's personality and uses a friendly, informative, and welcoming language. Make sure the responses in the questionnaire reflect your hotel's identity.
- Clear and concise responses: Avoid long and complicated answers. Keep the information clear, concise, and easy to understand. This will provide a more satisfying user experience and avoid potential confusion.
- Regular updates: As new common questions arise or hotel policies change, it's essential to regularly update the activation questionnaire to ensure the information provided is always accurate and up-to-date. To add responses for topics your virtual assistant doesn't yet master (not listed in your questionnaire), check out our Teach Robot tool.
- Test and feedback: Before deploying the chatbot, conduct thorough tests to ensure the responses are working as expected. Seek feedback from colleagues or customers to make additional improvements if needed.
Questionnaire structure
- Initial settings: Where you'll enter your chatbot's greeting message. It's important to align the language with your establishment's identity and maintain a warm and welcoming tone to provide the best experience for travelers right from the first contact.
- Reservations: This section covers questions about reservations, cancellation policies, and internal rules. Always try to encourage direct bookings here, expressing discounts and benefits travelers will have when reserving directly through the chatbot.
________________________________________________________________________________________________________________
💡Tip: By including a discount coupon in this section, you can not only incentivize direct bookings but also track all reservations closed through your chatbot. 😉
________________________________________________________________________________________________________________
- About the hotel: Enter information about your establishment's facilities here. Highlight the qualities and unique features you can offer to captivate undecided travelers. Uploading pictures in the gallery options is essential to further enchant travelers.
- Location: The goal here is to help travelers get to know the hotel's location and surroundings better. Questions about the address, directions to the hotel, transfer services, and transportation apps will be asked.
- Pre-arrival: To enhance the guest experience, provide information that travelers need to know before arriving at the hotel. For example, what to pack, the city's temperature, and any check-in details or changes.
- Specific responses: These are answers to more specific questions frequently asked by travelers that don't fit into other categories in the questionnaire. As demand for these questions is high, craft thoughtful responses, avoiding harsh or dry language and addressing any potential difficulties travelers may encounter.
- General inquiries email: Enter the contact email address for your customer service center in case travelers have any doubts or wish to speak with an attendant.
________________________________________________________________________________________________________________
💡Tip: If your establishment doesn't offer a particular service, try providing alternatives for the traveler. For instance, if the hotel doesn't have a gym on-site, recommend a nearby one to ensure the guest can still enjoy their exercise and leisure time. By doing this, instead of giving a negative response, you'll be delighting the traveler even more.
________________________________________________________________________________________________________________
Types of responses
- Text: Enter text responses with a character limit of 500 characters.
- Carousel: In carousel responses, you'll have two spaces to fill in:
- Text: The first text box is where the chatbot will introduce the photo gallery. It serves as an "introduction" to what will be shown next. Character limit: 500 characters.
- Carousel item: Here, you can add a photo, a title, a subtitle (optional), a description of what's presented, and a button for external links. Always emphasize your hotel/service qualities while keeping the context concise for instant messaging. See how to add images here.
________________________________________________________________________________________________________________
⚠️ Important: If you leave the text field of a carousel item blank, it won't be displayed on Facebook, Instagram, and Whatsapp - even if it has a title, image, etc.
________________________________________________________________________________________________________________
- Email: For responses related to email submissions (quotation forms, inquiries, reservation confirmations, etc.), you'll have two options:
- Text: Write the email submission confirmation message that travelers will see after clicking Send within the chatbot.
- Email address: Enter the email address that should receive travelers' requests.
________________________________________________________________________________________________________________
💡Tip: To add multiple emails, separate the addresses using a comma.
________________________________________________________________________________________________________________
Step-by-step guide for filling out the out the questionnaire
1. Access your Administrative Panel;
2. In the left menu, click on Questionnaire;
3. If you have access to multiple companies, select the one for which you want to fill out the information;
4. Choose the topic you want to respond to, either by categories or by viewing the complete questionnaire on the same page;
5. Enter your response and click the Mark as Reviewed field to validate it;
________________________________________________________________________________________________________________
🔍 Note: Whenever you click "Save," a green alert will appear, indicating that the information has been successfully saved. Similarly, if there's an error during saving, a red alert will appear.
________________________________________________________________________________________________________________
6. Don't forget to click Save to record the information in our system.
________________________________________________________________________________________________________________
⚠️ Important: If multiple people are responding to the questionnaire simultaneously, an edit may overwrite another, resulting in data loss. Additionally, if your internet is intermittent or offline, it may also result in data loss.
________________________________________________________________________________________________________________
Remember that careful attention to the activation and maintenance of the chatbot is crucial for the success of this tool. A well-configured robot can significantly enhance travelers' experience and provide more efficient and personalized customer service.
In summary, the activation questionnaire is the foundation of your virtual assistant for the hotel industry, and its careful preparation will ensure it's ready to provide valuable information and efficient solutions to travelers interacting with your establishment. We're here to assist you at every step of this process, and our support team is available to answer any questions or provide additional assistance so you can make the most of our solution.
We hope this guide has been helpful in understanding how the activation questionnaire works. If you have any questions or need further information, don't hesitate to reach out.
________________________________________________________________________________________________________________
💡Tip: Once you finish the questionnaire, take the opportunity to personalize your robot's avatar. To learn more, click here.
________________________________________________________________________________________________________________
Comments
0 comments
Article is closed for comments.