Hotel guest experience is everything – Make sure you aren’t missing out on creating the best experiences for every guest. Make feedbacks and complaints easy for guests and constructive for your hotel. Online reputation seals the deal for every hotel – be perceived as a reputable place to stay for every getaway. Send guest surveys on mobile CRM with the customer experience management software. Score loyalty from your most valuable guests. Manage your hotel’s interaction with guests on every platform.
Enable your guests to send feedback & complaints through multiple channels like call, chats, websites, and third-party social media sites. View multiple customer interactions and easily open, assign, resolve and close tickets.
View and monitor real time guest reviews, check your star rating, receive instant notification when a review is posted. Take proper actions by setting up a workflow and respond to a feedback swiftly. Manage partner sites reviews by integrating the APIs and manage reviews and feedback directly from the CRM.
Conduct proper guest surveys by sending custom survey forms through email, SMS, etc. right from the dashboard. Encourage guests to provide feedback about the hotel and their stay experience. Segment the surveys based on the category and improve the guest experience to boost your reviews and ranking.
Measure the hotel’s performance through real time reports (available in 500+ formats) based on reviews and ratings on the go with Kapture’s Mobile app. Ensure to give a proper respond to reviews that require your attention the most.
Manage guest relations by viewing guest interaction history, booking preferences, and spending habits. Know your loyal customer by pulling out detailed reports of your last year’s vs this year’s guests and introduce loyalty programs for customers that matter to you the most.
Manage customer interaction through multiple channels like Facebook, Twitter, Email, Chat, Call, SMS, etc. all on one dashboard. Resolve all guest queries faster by tagging tickets by defining the priority as High, Medium, and Low. Set up escalation time for tickets and protocols to be followed for each ticket. Create faster ticket resolution and ensure your guest’s query is resolved.