The hotel industry is one of the fastest growing sectors in the world, with small hotels expected to grow the fastest. However, the industry is not without its challenges. Rise of hotel aggregators that threaten to take away their customers, changing guest expectations owing to the rising millennial population, and irregular cash flows because of unsold inventory during off-season are emerging as key areas of risk.
To rise above these challenges, you have to stay on top of mind of customers at all times. For this, hotel owners should continuously engage with their customers - providing them with tailor-made discounts and offers, besides information on new launches and expansion in new locations.These elements are absolutely key to building your loyalty program.
In order to initiate a personalized engagement with your customers, you must understand your customers better than your competition. A good CRM can get prospects to think about you and deepens your relationship with them, compelling them to come back to you again and again.
With competition on the rise, customer acquisition is a struggle for hotels. Among other things, they need to capture the details of all their potential customers across multiple channels so as to get more leads. Freshworks CRM automatically captures hotel booking inquiries from live chat, email, and web forms.
The hotel CRM also:
Knowing your customers is key to gaining their trust. Understanding their needs to improve their experience will help you earn their loyalty. Freshworks CRM provides a 360-degree view of your guest information, including their pageviews and interaction on your website, conversation history, and the sales activities performed by your agent — all in a neat chronological order. The holistic view gives your agents the much-needed context to make relevant conversations right from the CRM.
To keep your customers at the heart of your business, it's not just enough to manage them. You have to also determine who are the most frequent and most valued customers, and develop those relationships. An important value proposition for hospitality industries is turning one-time customers into repeat customers. Keep customers engaged with effective, personalized communication to improve customer retention. With Freshworks CRM, your sales teams can send relevant messages to prospects based on their inquiries, preferences, and position in the buying cycle.
According to research by Accenture, 89% of customers get frustrated because they need to repeat their issues to multiple representatives. A hotel CRM software like Freshworks CRM easily solves this problem by integrating with customer support software. Your sales teams can address the inquiries of guests at the shortest time possible.
Hotel CRM software can simplify complicated data into visual reports. You will be able to see historic booking channels, lengths of stays, cancellation patterns, prices paid, etc., in different seasons.
“Overall, with Freshworks CRM, we now have a repository of all our customers and prospects. We can access data on every single person who has ever done business with us, and generate reports on our overall business performance.”
“Our team got up and running with Freshworks CRM unbelievably quickly. Using Smartforms, we’re able to generate over a thousand website leads a month without any manual intervention, which is a huge benefit.”
“We initially had Salesforce CRM but didn’t really use it. The instance was incredibly complicated because it allows for so much customization that you end up doing nothing. When we explored Freshworks CRM, the first thing I remember saying is, okay, the interface is clean and simple.”
“As I was investigating the Freshworks suite of products, I noticed that I can have my entire sales and marketing team work with one software, and that I can integrate my CRM with their support software. That was an eye-opener! Today, the value that Freshworks CRM delivers has won the faith of every employee in the company.”
“We are now able to keep track of all our deals. We don’t lose track of them, or lose many deals because we haven’t paid attention to it.”
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