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 is shifted 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 when they search on Google, will see a message icon with your hotel’s search listing and this makes the traveler start a conversation with your hotel.
When the traveler messages your hotel from Google Search, you get this opportunity to interact with the traveler and Sell Direct. And upsell upgrades and ancillary services as well.
Automation helps you do this at scale 24/7. Agent Assistance helps bring the human element required to close certain categories of 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 when all these happen.
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 you through messaging, most likely from Google Search.
So, you get this opportunity to convert the traveler to book with your hotel instead of them booking with the competition.
If your hotel can present a superior experience to the traveler, and this superior experience is automated, you can get these conversions from the OTA and from the competition, happening at scale. In which case, these conversions will happen 24/7/365.
We can have the platform work without automation, and at the same time, orchestrate messages from the different messaging channels into a single agent console.
We pick availability and prices from Amadeus GDS. If your hotel room prices and availability are updated to Amadeus GDS in real time, it works great.
If that is not the case with respect to your hotel, there are several other ways to retrieve prices and availability, but it needs to be discussed in a case to case manner.
If your hotel’s prices and availability are not on GDS, there are several other ways to retrieve prices and availability, but it needs to be discussed in a case to case manner.
For those guests who feel more comfortable with a browser interface for booking a room, we provide that on demand during the booking process.
Very effective in an increasingly digital world.
The Virtual Front Desk on Cord.travel takes care of structured requests starting from booking, to requests for airport transfers and the like very efficiently.
It also responds to frequently asked questions very effectively. Eg. Can I see pictures of your pool?; What are its operating hours?
Built-in protocols within the platform ensure that 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 decide to take over the conversation.
It’s common knowledge that natural language understanding and AI capabilities have been making rapid progress over the past five years. And will continue to do so in the upcoming years as well.
Incumbent providers who say that Conversational AI does not work in hospitality are those that want to protect their legacy texting applications from being challenged by smarter solutions like the Cord.travel Conversational Commerce platform.
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 is a Conversational Commerce platform for hotel properties.
While building Cord.travel, we also brought in our decades of experience designing and deploying traditional, enterprise-class, customer-facing applications that run on GUI.
The Cord.travel Conversational Commerce platform has been architected and built like any traditional customer facing application with a GUI. The only difference we have made is that the user interface is conversational instead of traditional GUI.
You will see that fundamental difference reflected in how robust and resilient the Cord.travel Conversational Commerce platform is, compared to chatbots.
A live web chat is synchronous.
The chat experience we offer on Cord.travel is asynchronous.
While synchronous messaging is a live person-to-person conversation, asynchronous messaging doesn’t require 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 are other advantages as well.
Unlike synchronous chats, the conversation is perpetual helping both parties to reengage anytime through the same channel with all the conversation history intact.
In traditional live web chats which are based on synchronous conversation, the business can quickly lose a customer conversation when the customer abruptly leaves the conversation.
Cord.travel can be embedded 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 property’s pages that the user is in and this too works great too.
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 — a 13% increase when compared to 2019’s responses.
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 the property has been configured for at least one messaging channel.
This is a shared responsibility between our onboarding team and your property team.
We will require your help and participation in configuring the canned responses which have to be customized for your property. Only those responses that are approved by the property will be delivered by the bot to the guests.
There are other activities like configuring the chatbots 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 will be required to handle the workflows and approvals involved with these configurations.
However, 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 after signing up to complete configuration and onboarding.
The Free Trial starts 7 business days after sign up AND only after at least one messaging channel has been successfully configured to receive guest messages.
You can choose to configure only those channels you want.
Built-in protocols within the Cord.travel platform ensure that 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 decide to take over the conversation.
Cord.travel has been built for automated and agent-assisted conversational commerce for hotel properties.
Where guests can Book Direct. And buy ancillary services. Through a highly personalized guest experience.
If your hotel has a challenge messaging guests 24/7, we have that covered as well.
For hotels on our 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.
Our platform also supports agents at your hotel chain’s Contact Center HQ handling guest messages for all or designated properties within the chain, from a centralized Agent Console.
This works pretty well.
Whenever a guest needs assistance from an agent, the platform generates a notification message in the GuestExperienceAgents channel Back-of-House. These notifications are sent to the Andrea for Associates Phone Apps as well.
Agents can also see from the console as to which guest conversations require their attention.
The agent console works on the Andrea for Associates apps available for download from the Apple App Store and Google Play Store.
If you’re a chain of properties, the platform supports configuring it for a central contact center at the chain HQ to seamlessly respond to guest requests whenever required.
Canned responses that the bot uses for responding to queries are available to agents as well.
While automation is restricted to English currently, guests can message in any language and the platform can be configured to translate guest requests into the agent’s language, say English, in real time.
Similarly, the agent can respond in English and the response will be translated to the guest’s language in real time.
Please be aware that these translations are done using Google Translate and the quality of the responses will be as good or as bad as how Google Translate does its job.
To ensure that the guest expectations are set accordingly, they are informed whenever a translated response is sent to them. They also get to see the actual response from the agent as well, in case they so desire.
It’s 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.
However, 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 do allow messages on pre-approved templates to be sent anytime. These relate to events like booking confirmations, check-in reminders, sending price quotes, to cite a few obvious examples.
Google Business Messaging
Technically, we support SMS text messaging in certain geographies like the United States and Canada and will be happy to extend this channel as well based on customer demand.
Google Business Messaging 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, where the user is taken to a website landing page, it is impossible to know who has actually clicked on your ad.
Instead, when a user taps on a Project Message ad, they instantly open up a conversation with your business. Enabling your business to engage with that user through messaging.
Personalization and remarketing through messaging are obvious opportunities.
You need to do it to get your FB Messenger integrated to receive messages through Cord.travel.
This process is generally completed faster if your business is already verified on Facebook. We have to just 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 for the guests.
They connect from their Google searches and from your Google Ads through Google Business Messages which works seamlessly on iOS and Android.
Or they connect through FB Messenger or WhatsApp, the apps they use everyday to connect with friends and family.
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 with your hotel through multiple messaging channels is automatically captured into the Magnet CRM along with the guest intent.
This opens up the opportunity for your property to do personalized sales follow ups, upsells and remarketing with these guests and track conversions as well.
The Magnet CRM also integrates your guest emails.
You have all guest communications including with those who didn’t eventually stay at your property or used your facilities accrued in real time to your Magnet CRM.
The only channel missing now is the phone/voice channel which also we will have integrated into the Magnet CRM by Q4 2021.
CRM is included in our lowest Pricing Plan of $299 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.