Hospitality News: More Hotels Embrace Free Wi-Fi in Lobbies, Speedy Check-In Lets Hotel Guests Bypass Front Desk, Make it Easy for Your Customers Holding the Phone

More Hotels Embrace Free Wi-Fi in Lobbies

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Four Seasons Uses Mobile App to Bridge Communication Gap Between Guests and Staff

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Mobile Engagement: Make it Easy for Your Customers Holding the Phone

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Your Customers Are Texting, Why Aren’t You? 7 Ways Small Businesses Can Use Text Messaging to Drive Results

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Speedy Check-In Lets Hotel Guests Bypass Front Desk

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Mobile Health News: Hospital embraces mobile technology to boost services, Text Messages May Be A Vital Diagnostic Tool For Stroke Victims, Modern medicine goes mobile

Text Messages May Be A Vital Diagnostic Tool For Stroke Victims

Hospital embraces mobile technology to boost services

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Mobile technology improves health care in Eastern Iowa

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Putting the ‘smart’ in smartphones: Hospitals see many benefits in new platforms

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Text Messages May Be A Vital Diagnostic Tool For Stroke Victims

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Modern medicine goes mobile

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Text Messaging News: Text messages help cholera fight in Mozambique, Cutting costs and saving lives, Digital Coping Tools

Text messages help cholera fight in Mozambique

Resource guide points cancer patients to digital coping tools

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Text messages help cholera fight in Mozambique

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Ipswich Hospital saves £1m through appointment reminder system

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Text alerts: Cutting costs, and saving lives

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Teens send text messages to get questions about sex answered

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Text Messaging News: Cell phone to manage diabetes, Texting program to help those with prostate cancer, Text Fest for Awareness

Dawn Boylan of Bell Aliant holds a smartphone Wednesday with a text inviting people to take part in a chance to break the Guinness World Record for most people texting for mental health. (INGRID BULMER / Staff)

Texting for health: Using your cell phone to manage diabetes

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New text messaging program to help those with prostate cancer

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Text fest aims to break record for awareness

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MetroHealth Medical Center to start texting appointment reminders this spring

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New tech tools aim to bring health care home

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Texting News: Texting preferences for mHealth, Text Messaging to Improve Teen Health, Payments by text message service

Texting preferences for mHealth are just another thing teenagers are picky about

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Text Messaging to Improve Teen Health

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New text message based customer loyalty reward program

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Payments by text message service to launch in UK in spring 2014

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Customer’s text message stops robbery attempt

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Hospitality News: Days Hotel in Singapore offer smartphones to guests, iPads Like Bed Sheets, Online service and software help diners and restaurants

Days Hotel first property in Singapore to offer smartphones to guests

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Why Royal Caribbean Treats iPads Like Bed Sheets

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Conrad Hotels & Resorts launches Conrad Concierge App

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Online service and software help diners and restaurants efficiently manage seating

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Tivoli Hotels & Resorts goes mobile with GuestCentric

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Text Messaging News Update: Texting Could Help Spread the Word on Teen Health, Customize Customer Service, Success of Text Message Diabetes Intervention

Texting Could Help Spread the Word on Teen Health

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Miami Children’s Hospital Receives Award for Its Web-based Marketing of Texting Services

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How Mobile Apps Can Customize Customer Service

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There’s A Simple Way For Stores To Insantly Improve Customer Service

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WSU researcher to evaluate success of text message diabetes intervention

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Hospitality News Update: Revolutionizing Hospitality Industry, Smartphone app helps in restaurant seating, New free software

Travel Mobile

AIRMENU LETS GUESTS PLACE ORDERS WITHOUT THE NEED FOR A WAITER

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New free software for small hotels B&Bs lodges

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Smartphone app helps in restaurant seating

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Mobile Technology Revolutionizing Hospitality Industry

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Why Customer Segmentation Should Be Your Top Mobile Content Priority

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Text Messaging News: Aussies mark 2013 by text message, Text-Messaging To Emergency Patients, SMS conversations

Aussies mark 2013 by text message

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Mobile Devices and Customer Service to Make 2013 the Year of the Consumer

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SMS conversations valued the same as phone calls: study

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Text-Messaging To Emergency Patients May Reduce Their Alcohol Consumption

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Text messaging effective in helping smokers quit

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Hospitality News Byte: Hotels Providing Mobile Devices in Common Areas, App Used at Local Restaurant, Maximizing and Monetizing Mobile Services

Hotels Providing Mobile Devices in Common Areas Becomes Common Practice

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Same Day Hotel Booking Businesses Rocket Ahead Of The Crucial Christmas Season

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App used at local restaurant texts customers when their table is ready

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InterContinental Hotels Group Upgrades Mobile Apps

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Happy hoteliers and customers: maximising and monetising mobile services

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Hospitality News: Cloud Computing for Hotels, Hotel Website Upgrades, App Helps Combat Long Lines

Cloud computing ‘revolutionary’ for hotels claims Hospitality Technology EXPO manager

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No Wait!

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User content highlights hotel website upgrades

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App helps restaurants combat long lines

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Text Messages Help Mall of America Shoppers Find Parked Cars

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Integrating Text Messaging with Customer Service [INFOGRAPHIC]

Integrating Text Messaging with Customer Service

We present to you a great infographic, titled “Taking it to the Text Level” – We agree with literally everything on this infographic and the wonderful stats in it, created by Demandforce and Column Five. Most consumers these days are texting with friends, family and work. More companies and organizations are realizing that it’s not a passing fad, but a great way to communicate quickly, both ways, with their customers, members and employees. There are various ways to integrate text messaging with your customer service channels. We advise you to discuss your options with companies who specialize in text messaging software and solutions to provide you with the best options for your budget and use cases.

Businesses taking advantage of text messaging benefit from cost savings in operations, more access to customers on the go and can take advantage of many mobile users quick access to the mobile web for promotions, coupons and additional information to help customers become fans.

Some of the key takeaways from the infographic:

  • 73% of American mobile phone owners are regular texters.
  • 66% suffer from “nomophobia”, being without your cell phone.
  • 33% of mobile phone users prefer a text message over a voice call.

There are more, below and if you’re looking for ways of integrating text messaging with your customer service or feedback channels, let us know.

Panel Discussion: Will Technology Kill the Call Center?

Panel Discussion: Will Technology Kill the Call Center?

Research firm Software Advice recently conducted a live debate on Google+ called, “Will Technology Kill the Call Center?”

Experts from several technology and call center organizations fielded questions about contact channel utilization, technology and the impact of these factors on the future call center. The responded to queries from the audience via comments in the news feed.

The panel also answered four scripted questions including:

•    How have you seen consumer contact channel utilization change?
•    What role has technology played in this shift?
•    How do you see technology impacting the way customers contact a company in the future?
•    Will technology eventually render call centers irrelevant?

Here are several takeaways from their responses.

Leverage Contact Channels Together
Consumers are adopting newer contact channels, such as mobile text message, virtual agents and self service, faster and more often than ever before.

Etech Senior Vice President of Global Development Jim Iyoob said, for exampe, that his contact center clients have seen virtual agent traffic rise to as high as 30 percent of interactions. That’s up from zero just a few years ago.

This doesn’t mean customers are choosing these new channels instead of voice. Rather, they are using mobile, self service, FAQs and other channels in addition to the telephone; and vice versa. Companies use mobile text messaging – like that offered by Mosio – to send reminders, offers and other communications.

In response, companies need to do more than just make these channels available. They should leverage each to better serve the customer. This improves efficiency and customer satisfaction.

Respond to Customer Contact Channel Choice
“Technology can finally deliver on the promises from five or six years ago. … This has revolutionized the self service industry. Folks that are clinging to old methods of interaction are doing so at their peril,” one of the debate speakers, Mike Hennessy, said during the event. He serves as the Vice President of Marketing for IntelliResponse.

He says technology for new contact channels has leveled the playing field for user experience. The customer is empowered to choose the communication channel they want, when they want. It’s up to the company to determine which channels are most important to its customers and invest in those technologies.

Drumbi founder and CEO Shervin Talieh said companies should consider that the majority of customer contact will soon come from a smartphone or tablet. Companies should make sure to include a mobile customer service plan. This can include things like anticipatory text messages – send a reminder when a prescription refill is ready. Or a library operator might automatically notify a borrower if their book is due at the library.

Ready Your Call Center Agents for Change
The concept of a call center comprising phone agents has evolved into a contact center comprising ”command teams” who manage customer interactions through multiple channels. That’s because today’s consumer demands instant gratification, and the reborn center is expected to support those demands, whether they come through mobile, Twitter, live chat or a phone call.

This will continue to affect expectations from contact centers and their agents. Agents will need to be more skilled and technically savvy.

“At the end of the day it’s the agent behind the technology that’s going to make the difference. While technology will enable agents to be better, faster, more efficient. It will not replace the contact center,” Iyoob said.

Click below to watch the entire video.

About the Author:

Ashley Furness is a CRM Analyst at Software Advice.
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7 Methods Hotels Can Implement to Improve Guest Satisfaction Using Mobile Text Messaging | Hospitality Solutions

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7 Methods Hotels Can Implement to Improve Guest Satisfaction Using Mobile Text Messaging

As a hotel manager, you’ve built your entire business on your willingness to serve others. So why not communicate with your customers using the technology they prefer most? Many mobile users see a phone call as a bother and intrusion. On the other hand, most customers prefer communicating via text message because it is convenient and simple. It’s how they communicate with their friends, family and co-workers. When you use mobile text messaging to connect with your guests, you can improve your guest services in seven key ways.

1. Give guests a real-time voice and improve your reputation as an above and beyond customer-centric hotel by allowing your customers to send their concerns and questions to the concierge or guest services via text and get a reply.

2. Increase bookings at on-location spas and restaurants by allowing guests to text reservations.

3. Reduce the number of no-shows by sending reminder texts about appointments and reservations.

4. Be a mobile information resource for local flavor. Send a text message to alert guests about shows, attractions and experiences in areas around the city.

5. Increase a feeling of safety and security among guests. Use a text message to alert guests in case of an emergency. Guests will prefer your hotel because of the additional security.

6. Improve customer service by texting guests when their tables or rooms are ready, room service has arrived, or rooms have been cleaned. Allow customers to respond with questions about check-in or to let you know if they will be running late.

7. Send current and previous guests special offers, and allow them to respond to the text with a booking or reservation.

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5 Ways Hotels Can Use Text Messaging to Increase Revenue | Hotel Software for SMS

5 Ways Hotels Can Use Text Messaging to Increase Revenue

It is no secret that text messaging is fast and efficient, making it the preferred method of communication for people to interact with friends, family and work. Now, hotels can adopt this service as one of many hospitality solutions to communicate with guests to ultimately increase revenue. These hospitality solutions keep current guests happy and attract new ones. Here are 5 ways hotels can use text messaging to increase revenue while enabling guests to utilize the mobile channel they prefer most.

1. Reservation Reminders

Many guests make spa, restaurant, or other reservations in advance of their stay at the hotel. Many times, they forget about the reservation or show up late. Text messages can alert guests of their reservations so they show up and on time. The reminders are also a great opportunity to encourage them to see if anyone else they are with is interested in joining them.

2. Keep Guests Onsite

Text messaging is the best type of hotel software technology to communicate activities, restaurant deals, events, and more going on in the hotel. This will help keep guests at the hotel and spending more time and money there.

3. Make Reservations Easy

A text messaging system that allows guests to request reservations for the spa or restaurant without having to be put on hold is a guaranteed win. Whether staying at your hotel on business or vacation, no one wants to wait on hold. Text messaging speeds up the process, making it easier for guests and giving them more time to do what they need to do, whether it be work or relaxing.

4. Direct Line to Concierge

Rather than having to wait in line, guests can communicate directly with the concierge, giving them access to amazing service from wherever they are. Happy guests become regulars and the Concierge is one of the most important “keys” to feeling their way around the city while they are visiting.

5. Fill Restaurant Tables

Although a hotel may have a great restaurant on the property that serves great food, it may still underperform. Hotels can alert guests about special deals and discounts for their restaurant. This will increase the number of people who frequent the restaurant instead of leaving the hotel or getting delivery from an outside vendor.

To find out about Mosio’s text messaging solutions for hotels can help you increase revenue at your hotel, call our Hospitality Specialist (Marie) at 877.677.4699 Ext. 704 or email marie((at))mosio((dot))com