Brazilian technology company identified recurring challenges faced by the hotel segment and developed technological solutions that significantly improve the level of services offered to guests
High cost of analogue telephone infrastructure in rooms, slowness in making reservations, low uptake of services offered by the hotel and inefficient internal communication. These are some of the frequent complaints from those who work in the hotel sector in Brazil and which were identified by Dígitro Tecnologia, a pioneering Brazilian company in the development of solutions for the customer journey. The diagnosis came from the immersion of the Customer Success (CS) team in the routine of some Brazilian hotels, which enabled the development of innovations aimed at solving the challenges experienced by the sector in three distinct moments: the contact prior to the reservation, the period of guests' stay and during communication between the hotel's team of employees.
Sandro Regis, Customer Success Manager at Dígitro, explains that one of the main innovations introduced by the company was the incorporation of intelligent chatbots, specially developed for interactions via WhatsApp, to speed up the room reservation service. “We saw that the difficulty in accessing basic information for booking was a factor in customer resistance. Therefore, we seek to integrate the chat tool and the hotels' internal management system, simplifying access to important information, such as viewing rates, date availability, photos of the rooms and making payments through the application itself”, he states. Sandro.
The benefits of using these technologies are not limited to the accommodation reservation phase. For Sandro, once inside the hotel, guests need to enjoy agile and efficient communication, which facilitates their access to the services offered by the location and which expands the sale of additional services at the establishment. Through the developed solution, it is possible to send important information to guests such as service opening hours, restaurant menu updates, check-in and check-out reminders, all directly through WhatsApp. This facility has strengthened the relationship between guests and hotels, offering a personalized and convenient experience.
“In resorts and large hotels, for example, which require travel to request services, it is possible to request a drink by the pool by placing the order via chatbot, already connected to the hotel's API and organizing all consumption in a single command, which can be consulted by the guest at any time. This connection improves the customer experience and guarantees the hotel's efficiency in providing services, as well as increased revenue with a better offer of services provided”, explains the CS Manager.
The third challenge impacted by technology solutions was the optimization and integration of the hotel's operational service. Activities such as checking room minibar consumption and updating services used by guests in the hotel are often carried out via radio and independent systems. With the integration of UNA, which is Dígitro's communication tool through the chatbot, the employee can now include movement directly in the system, keeping the guest's command always up to date and giving greater control over the hotel's internal communication.
“Dígitro’s specialized consultancy included a detailed survey of demands and the customization of chatbots according to the particularities of the hotel industry. Furthermore, we were careful to offer continuous assistance to monitor the performance of the tools and ensure constant updates, always aiming to improve the customer experience”, concludes Sandro.
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