Lodging Interactive, a digital marketing and social media engagement agency exclusively servicing the hospitality industry, has developed a service aimed at preventing negative guest reviews from reaching social review sites such as TripAdvisor and Yelp. Launched last month, Social Voices by CoMMingle provides hospitality clients with 24/7 social listening and customer engagement services 365 days a year. By listening and monitoring various social media channels and proactively notifying hotel management when a situation needs to be addressed, hoteliers can dramatically reduce, if not eliminate, bad reviews.
To keep potentially negative situations from gaining traction and ending up on review sites like TripAdvisor, Lodging Interactive’s Social Voices service provides 24/7/365 always on social listening and customer engagement. The company’s "listening agents" become the eyes and ears of the hotel to ensure customer issues are addressed immediately before they escalate. The company believes being online and available 24/7 is key to providing superior social customer service in this constantly connected world we live in.
Recent industry research shows that 97% of all tweets directed at toward a brand go unanswered. The small percentage that do respond often reply too late in the engagement process, which can be hours or even days after the original tweet.
Social Voices provides hospitality companies with a fully managed service that includes 24/7/365 coverage:
Social Listening & Monitoring
Social Customer Care & Support
Social Risk & Crisis Management
Case in Point: A hotel guest takes to his Twitter account to tweet that after three calls to housekeeping to request fresh towels and an hour of waiting -- no towels. That's not good PR for the hotel. Social Voices turns this poor customer service situation into a positive experience by contacting the hotel to alert them to the situation and acknowledging the guest via Twitter in minutes. The Social Voices team subsequently follows up with the guest to ensure the requested towels have been delivered.