Guests message your hotel from their Google Search, your Google Ads*, FB Messenger, WhatsApp.
New revenue channels introduced
Direct room bookings and ancillary buys
OTA commissions for these additional bookings.
Increase in data capture of prospects who have a clear intent to book/buy
Spend for remarketing and upsells through highly personalized conversations
Increase in engagement with those who click on the hotel's new Google Ads
With Cord.travel Conversational Commerce Platform deployed for your hotel property:
Every single time a booking shifts from an OTA to a Direct Booking, your hotel saves money.
7 out of 10 travelers will google your hotel when they identify your property on Booking.com or Expedia.
The pandemic has further enhanced this customer behavior.
If your hotel is on Cord.travel, travelers will see a message icon with your hotel’s search listing. When they search for your hotel on Google. And this makes the traveler start a conversation with your hotel from search.
When the traveler messages your hotel, you engage with the traveler right away. Respond to their requests and queries. And sell direct. While also upselling upgrades and ancillary services.
Automation helps you do this at scale 24/7.
Live agents bring the human element required to close certain bookings. Bookings which are best closed by a real person.
Every direct booking reduces your OTA commission payout.
Not to forget. You would have won the booking from your neighborhood competition as well.
Hotel Booking is a “Winner Takes All”.
If the traveler books 3 nights with you, you win 100%. If the traveler goes to the neighborhood competition, you lose 100%.
Better, you win.
The traveler may also have been considering other competing hotels in the neighborhood. When they choose to interact with your hotel through messaging.
So, you get this opportunity to convert the traveler to book with your hotel. Instead of them booking with the competition.
Automation combined with responsive live agents makes this happen at scale. 24/7/365.
We can have the platform work without automation.
Conversations through different messaging channels will still appear in a single agent console.
We pick availability and prices from Amadeus GDS. If your hotel updates room prices and availability to Amadeus GDS in real time, it works great.
If not, there are several other ways to retrieve prices and availability. We can get it done.
If your hotel’s prices and availability are not on GDS, there are several other ways. To retrieve prices and availability.
We can get it done.
Some guests are more comfortable with a browser interface for booking a room. We provide that on demand during the booking process.
Conversational AI is very effective. In an increasingly digital world.
The Cord.Travel Digital Front Desk takes care of structured requests. Starting from booking, to requests for airport transfers and the like. It does that pretty well.
It also responds to frequently asked questions . Eg. Can I see pictures of your pool?; What are its operating hours?
The conversation is always handed over to a real person
a) whenever the guest asks that they talk to a real person
b) when the platform itself determines that the conversation is best handled by a real person and
c ) when a human agent determines that they could make a difference. And decides to take over the conversation.
Natural language understanding and AI capabilities have been making rapid progress. Over the past few years. And will continue to do so in the upcoming years as well.
Automation combined with graceful live agent handover can do wonders to your revenues. And to your CSAT scores.
It’s fair to say that lots of chatbots suck at what they do.
This is because most chatbots are built as FAQ response solutions. You can go only a limited distance with that approach.
Cord.travel Digital Front Desk is a Conversational Commerce platform for hotel properties.
While building Cord.travel, we also brought in our decades of experience. In designing and deploying traditional, enterprise-class, customer-facing applications that run on GUI.
We have architected Cord.travel Digital Front Desk like any traditional customer-facing GUI application.
The only difference we have made is that the user interface is conversational. Instead of traditional GUI.
A live web chat is synchronous.
The chat experience we offer on Cord.travel is asynchronous.
Synchronous messaging as in live web chat is a live person-to-person conversation.
On the other hand, asynchronous messaging doesn’t need both parties to be present and chatting at the same time.
Think of how FB Messenger or WhatsApp works. Both parties in a communication can respond when convenient and it works.
There is another advantage.
Unlike synchronous chats, conversations on Cord.travel are perpetual.
Helping both parties to re engage anytime through the same channel. With all the conversation history intact
You can embed Cord.travel Digital Front Desk on your property website as well. 🌟🌟🌟🌟🌟
One option is to embed the FB Messenger chat on your property website and it works great.
If you are a chain of properties, you can have different chatbots invoked. Based on which of your property’s pages the user is currently in.
If you are a chain of properties, you can have different chatbots invoked based on which property’s pages that the user is in and this works great.
Here are some of the latest findings for year 2020 from the Conversocial State of CX 2021 report.
69% of consumers have used a private messaging channel to engage a brand.
81% of those customers expect brands to offer customer engagement over private messaging channels.
And 80% would use messaging channels to make purchases if brands enable product discovery in-channel.
All data is stored in AWS servers located in US-East-1 in N. Virginia.
It takes up to 7 business days to configure a property.
The 30-day Free Trial starts only after we have configured at least one messaging channel to work.
This is a shared responsibility between our onboarding team and your property team.
The application comes with 100's of canned responses. You need to configure those canned responses to align with your property.
The AI Assistant will deliver to the guests, only those responses that you approve.
There are other activities like configuring the chatbot to align with messaging channels. Like Google Business Messages, FB Messenger and WhatsApp.
These activities involve workflows and approvals from Google and Facebook
Authorized personnel from your property/chain have to handle these workflows and approvals.
But, if we see that you have a valid reason for getting an extension for your Free Trial, we will be happy to do that.
We have provided up to 7 business days to complete configuration and onboarding.
The Free Trial starts 7 business days after sign up. AND only after we have at least one messaging channel receiving guest messages.
You can choose to configure only those channels you want.
The conversation is always handed over to a real person
(a) whenever the guest asks that they talk to a real person
(b) when the platform itself determines that the conversation is best handled by a real person and
(c) when an Agent determines that they could make a difference. And decides to take over the conversation.
The Cord.travel Digital Front Desk handles automated and agent-assisted conversational commerce.
Guests can book direct. And buy ancillary services. Through a personalized guest experience.
If your hotel has a challenge messaging guests 24/7, we have that covered as well.
We offer a 24/7 Remote Agents Pricing Plan.
A member of our team takes over every single time a guest conversation needs to be handled by a real person. If your hotel has subscribed to this plan.
Our platform also supports agents at your hotel chain’s Contact Center HQ.
They can handle guest messages for all or designated properties within the chain. From a centralized Agent Console
This works pretty well.
The platform generates a notification whenever a guest needs help from an agent. The GuestExperienceAgents channel Back-of-House receives this notification.
The system sends these notifications to the Andrea for Associates Phone Apps as well.
On top of the above notification, we send SMS/text, email and WhatsApp notifications.
We send these notifications to one or more designated people. Based on who have been configured to receive these notifications.
The Agent's console also highlights all guest conversations which need Agent attention.
The agent console works on the Andrea for Associates apps.
These apps are available for download from the Apple App Store and Google Play Store.
You can configure it to work for a central contact center at the chain HQ.
Agents at the central contact center can respond to guest requests whenever required.
Canned responses that the bot uses for responding to queries are available to agents as well.
They can use these canned responses instead of creating responses themselves.
While automation handles only English currently, guests can message in any language.
The platform translate guest requests in real time into the agent’s language, say English.
Similarly, the agent can respond in English. And the application will translate the response to the guest’s language in real time.
Please be aware that we do these translations using Google Translate. And the quality of the responses will be as good or as bad as how Google Translate does its job.
We notify the guests whenever they get a translated response. They also get to see the actual response from the agent, in case they so desire.
It is different for different channels.
Google Business Messages: 30 days
FB Messenger and WhatsApp: 24 hours
For Google Business Messages, you can message a guest for a period of 30 days. From the time the guest has sent their last message to the hotel.
For both FB Messenger and WhatsApp, this is limited to 24 hours. Your property will not be able to send standard messages to the guest. If 24 hours have passed since you received a message from the guest.
Both FB Messenger and WhatsApp allow you to send messages on pre-approved templates. Anytime.
Booking confirmations, check-in reminders, room price quotes are some examples.
Google Business Messages
Technically, we support SMS text messaging in certain geographies. Like the United States and Canada.
We will be happy to extend this channel as well based on customer demand.
Google Business Messages works on iOS. It’s integrated with Google Maps on iOS. So, users need to have Google Maps installed.
You can see our company, Cordiant Technologies listed here.
You can do it as soon as April 2021.
Google is launching Project Message! - (Google’s Business Messages ads) Q2 Pilot starting early April 2021.
Two formats: ad extension for Search text ad or standalone ad format (full ad creative). Both formats take the user from the ad to the Google Business Messages experience.
Focused on sales user journeys/ assisted shopping experiences: Lead Generation & Conversion/Customer Acquisition.
If you would like to sign up for Project Message, you could do it here.
Let’s see some consumer behavior trends.
Users everywhere already know and prefer messaging for friends and family. So why not provide that same engagement opportunity within your ad units?
By connecting your ads with messaging, Google is fundamentally changing the value proposition.
Of their Ads program.
In traditional ads, a user goes to a website landing page. And it is impossible to know who has actually clicked on your ad.
Instead, when a user taps on a Messages ad, they instantly open up a conversation with your business. Enabling you to engage with that user through messaging.
Personalization and re-marketing through messaging are obvious opportunities.
You need to do it to get your FB Messenger integrated to receive messages through Cord.travel.
We can complete this process fast if your business is already verified on Facebook.
We have to get your business verified if it has not been done yet.
These pages explain various entry points for your guests to find you on these 2 channels:
There’s no app to download. 🌟
There's no website to login.🌟🌟
There's no password to remember.🌟🌟🌟
And there are no annoying remarketing ads following them.🌟🌟🌟🌟
Instead, they simply message your hotel.🌟🌟🌟🌟🌟
They connect from their Google search of your hotel. This works on both iOS and Android phones.
Or they connect through FB Messenger or WhatsApp. The apps they use everyday to connect with friends and family.
Guests can connect from the FB page of your hotel through FB Messenger or WhatsApp.
They can connect from your Instagram page through FB Messenger.
You can also have a widget on your website that connects your guests to your hotel through messaging.
Guests can interact with your hotel across the entire stay life cycle.
From the time they’re researching your hotel for their next stay.
To Post-Booking thru In-Stay and thereafter.
With the embedded Magnet CRM, no guest interaction goes untapped.
In fact, Magnet CRM is a self-expanding database of prospects who have a clear intent to book a room. Or buy ancillary services.
Every single traveler interaction is auto-captured into the Magnet CRM. Along with the guest intent.
This opens up the opportunity for your property to do personalized sales follow ups. Upsell and remarket with these guests. And track conversions as well.
The Magnet CRM also integrates your guest emails.
You have all guest communication accrued in realtime to your Magnet CRM. Including with those who didn’t eventually stay at your property or used your facilities.
CRM is included in our lowest Pricing Plan of $399 per month.
We do not have that yet.
But, this is something we may have available in late 2021. It’s definitely in our Product Roadmap.