Meliá boosts bookings from social networks with a virtual assistant
12 July, 2023Meliá Hotels International has set out to “offer the same fast and friendly service through social media that its customers expect to receive in person at its hotels. The digital customer profiles also ensure that team members know if the person they are chatting to has contacted them or stayed at the hotel before.”
According to the chain, this “provides them with the context and information they need to provide the right response immediately.” And it's all thanks to Inbox, Hootsuite's new and improved tool. Meliá has been working with the technology company since 2014 to “establish a social ecosystem with a strong network influence that works at all levels of the organisation.”
To respond to the “exponential growth of enquiries and booking requests,” it has focused on “creating an internal customer service team in networks and using the right tool to centralise its activity in them, as well as providing detailed reports and analysis on its customer service activities in these channels.”