From a Booker's perspective, Live Chat means having a direct way of gathering information and getting answers about your product, especially when compared to lengthy email threads, or in some cases, having a phone call. This direct line of contact could mean the difference between a website visitor leaving to shop elsewhere, or starting their booking journey. But what do you as a tourism business owner need to consider before adding live chat functionality to you website?
The benefits of embracing Live Chat:
☝️ Remember, regularly updated content is viewed as one of the best indicators of a site’s relevancy, and maintains good SEO.
As valuable as Live Chat can be to your business’ communication and booking strategy, it can be frustrating or even harmful if you’re not ready for it. Here are two important things to consider before installing it on your website:
Responding to chat enquiries in a timely manner is key. Even if you're able to indicate that you are unavailable, or communicate a realistic response time to shape expectations, you'll need to consider that visitors will expect a relatively fast response, if not an instant one.
Before adding live chat functionality to your website, ensure that the relevant personnel are trained and familiar with the tools. Live chat is as real of a communication channel as email or telephone, make sure it is treated in the same manner of professionalism. Decide who's responsible for responding to enquiries, and set clear expectations and actions.
The way you speak to visitors over chat should be consistent with how you or your staff would address a guest in person.
A welcome message is the first, automated message a visitor will see when they are about to start a conversation with your over live chat. When drafting a welcome message, consider structuring the wording in a way that encourages questions. For example "Hi there, let us know if you have any questions about our rooms or facilities. Be sure to have a look at our current offers here: <link>"
Gone are the days when smiley faces were viewed as childish and unprofessional in business communications. Emojis are very much part of people's daily conversations, in and outside of the office. They are often useful to convey an emotion that your words can't. For example, compare the following phrases
The use of emojis should, however, always depend on your brand, product, and target audience. Let's face it; they are not for everyone. Should you use them, define which emojis are acceptable, which aren't, and keep them to a minimum during each conversation.
There are dozens of Live Chat applications on the market today, each with its own pros, cons and pricing models. While all of these options should offer simple installation to your Springnest website, some are easier to set up than others. Keep in mind that depending on the solution you choose, it could mean that your reservations team will need to be trained in a new software product.
Here are two Live Chat options to consider:
Springnest allows you to enable the click-to-chat WhatsApp widget button on your website, by simply entering a valid WhatsApp number.
Aspects to consider:
Learn how to add the WhatsApp Chat widget to your Springnest website here.
You can chat to your website visitors using your existing Facebook Business Page, no additional accounts, tools, or budget required.
Aspects to consider:
Learn how to add the Facebook Chat widget to your Springnest website here.
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