At Triptease we’ve always understood the power of live chat for hotel websites. In 2017 we launched our own Live Chat product (back then it was called Front Desk) because it was clear that hotels needed to be able to quickly meet demand from their customers for fast, easy online communication. Live chat - and automated chatbots - provide the quick responses guests expect, and allow them to confidently make their booking.
As we continue to broaden the Triptease Platform across the whole customer journey, from search to booking, we’re making sure we continue to provide hotels with the best possible tech for their direct booking strategy.
That’s why we’re thrilled to announce that in order to provide our customers with a best-in-class chat product, we've partnered with the industry-leading chatbot and communication platform for hotels, HiJiffy.
HiJiffy’s cutting-edge product and fast pace of innovation allow us to provide live chat technology that adapts and improves at the rate hotels need in this rapidly-changing hotel market. For example, Hotels currently using HiJiffy have an automated response rate of 80%. Automation is vital in a time when guests' questions are more complex, but hotels often have significantly less staff. With HiJiffy, hoteliers can ensure they provide instant replies 24 hours a day.
Having identified that hotels are losing $58 billion in revenue per year due to poor customer care, HiJiffy provides an all-in-one communication platform that allows hoteliers to centralize, automate and measure their customer care.
HiJiffy’s advanced web chat solution supports over 100 languages and spans a hotel’s website, Facebook Messenger, WhatsApp, WeChat and Booking.com messages, plus multiple other social media and OTA channels. HiJiffy also provides an automated chatbot with more than 120 FAQs and an average automation rate above 80%.
Most excitingly of all, the HiJiffy solution spans the entire guest journey - from the consideration phase on a hotel’s website, through to a digital check-in, in-stay communication and check out. As a result of the ongoing coronavirus pandemic, contact-free check-ins and in-property communication is something that more and more hotels are looking to provide. HiJiffy’s in-stay chat solution allows hotels to give their customers the usual level of communication and service they expect in a safe and distanced manner.
In a recent Facebook-commissioned study 56% of survey respondents said they would rather message than call customer service. Add to that the fact that 90% of consumers rate an immediate response as important when they have a customer service question and the call for hotels to provide a top class web and in-property chat solution becomes increasingly clear.
Triptease Co-founder and Chief Tease, Charlie Osmond, said “HiJiffy was the obvious choice to take over our AI-powered chat service. As the Triptease platform has expanded to provide personalized experiences across the entire booking journey, we were looking for a chat specialist we could trust to provide continuous quality innovation to our clients. The HiJiffy tool helps hoteliers to secure more direct bookings on their website, but also allows them to reopen and engage with customers in-property in an effortless and responsible way. I’m excited to work together with the HiJiffy team to find new ways that Triptease’s industry-leading data can improve the chat experience.”
The great news for our existing Triptease Live Chat customers is that we can automatically upgrade you to HiJiffy, giving you instant access to an AI-powered chatbot and communication platform that was named The Most Innovative Solution in Tourism 2020 by the World Tourism Organization. If you were not using Triptease Live Chat previously, but are interested to hear more about the improved chat service we’ll be providing via HiJiffy get in touch with the team today to hear more about it.
Want to know more about HiJiffy chat?
Interested in boosting your direct bookings with chat? Contact us here to request a demo or find out more!