Social Customer Service FAQs
Inquiring minds want to know more about the 24/7/365 listening and social customer care services program for the hospitality industry
FREQUENTLY ASKED QUESTIONS & RESPONSES:
Q. What is Social Voices all about?
A. Think of Social Voices as a 24/7 - 365 days a year online call center service for hotels, with the difference being that we don't handle any calls. Our "listening agents" are online 24/7/365 and monitor people's conversations about our hotel customers. When a consumer mentions our hotel customer in a Tweet, we know about it and either join in on the conversation or assist them with any issues they might be having.
Q. But can't hotels already monitor social media conversation already with the use of software like HootSuite and others?
A. Yes they can, but those are simply technology solutions that have to be managed by a person at the hotel. We become that "person at the hotel" but we're remote and we're 24/7/365...the Social Voices online customer service is always online and available. Being always online and available is key to providing social customer service.
Q. So Social Voices is like an outsourced call center that monitors social media interactions and then engages with the consumer on behalf of the hotel?
A. Exactly, so let's say a guest is in-house and goes onto their Twitter account to tweet that they've called housekeeping 3 times and asked for fresh towels to be sent to their room, but after 1 hour of waiting – no towels. We'll that's not exactly good PR or service presented by the hotel. Our Social Voices service aims to turn this poor customer service issue into a positive customer service experience for the guest.
Q. How exactly would you do this?
A. First, within minutes, we will acknowledge the guest via Twitter that we are aware of their issue and that we're calling the housekeeping department to find out what the delay is all about. By doing so we create a support ticket in our support system to manage and track the issue towards resolution. Once housekeeping confirms with us that they have delivered the towels to the guest, we confirm such with the guest and then close out the ticket. Closing out the ticket provides reporting analytics as to the level of expediency in the hotel handling the issue. And now for the best part, if we sense the guest is pleased with the way the situation was handled we encourage the guest to share their experience on any of the review sites.
Q. What's the business model? It must be very expensive...can any size hotel afford this 24/ hour service?
A. We have made substantial investment into our technology and operational infrastructure and into staffing for the right personnel for Social Voices. Hotel clients only have to pay a one-time on-boarding fee and a monthly services fee to benefit from Social Voices. Our monthly services fee is based on the level of social activity a hotel client has. The end result is full 24/7/365 social customer care coverage in an economical financial plan for the hotel client.
Q. Do you have any hotel customers currently using Social Voices?
A. We do. Our Social Voices hotel customers include independent hotels as well as branded hotels. Clients are always assured confidentiality, which is why I can't name who they are without getting approval to do so beforehand.
"Social Voices is not just about technology, it's powered by people," Vallauri said. "We have made substantial investments in staffing the operation with USA-based listening agents, and we've licensed leading social media monitoring technology platforms. When our people and technology are combined with our intellectual capital and CoMMingle experience, the result is a premiere service that is cost-prohibitive for any one hotel to attempt to duplicate."
Social Voices provides guaranteed response service levels and enables hotels to provide "always on" customer service around the clock seven days a week. In addition Social Voices pro-actively seeks engagement opportunities that build guest loyalty.
For more information please visit www.SocialVoices.com
President & Founder
About Lodging Interactive
Headquartered in Parsippany, NJ, Lodging Interactive is a full-service digital marketing and social media engagement and reputation management agency exclusively servicing the hospitality industry. Through its web design and search optimization division as well as its CoMMingle Social Media Division, Lodging Interactive provides effective Internet marketing services to hundreds of branded and independent properties as well as management companies, restaurants and spas. CoMMingle has established itself as the largest provider of reputation management services for the hospitality industry, handling over 200,000 guest review responses. The company also offers fully managed Live Chat agents for hotel websites through its LiveChatForHotels.com division.
Lodging Interactive is an HSMAI Adrian Award winner, and has won awards from the International Academy of Visual Arts, Interactive Media Awards, Horizon Interactive Awards, Web Marketing Association, Academy of Interactive & Visual Arts, and Travel Weekly"s Magellan Awards have recognized Lodging Interactive as an industry leader.
Lodging Interactive is a proud supporter of the Hotel Sales & Marketing Association International (HSMAI) and the company"s president, DJ Vallauri, currently serves on the Board of Directors of HSMAI"s New York Chapter and is a Forbes.com Agency Council contributor. For more information, please contact firstname.lastname@example.org, 877-291-4411 or visit the company"s website.