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Live Chat with Customer Service

What do you think of this option being implemented to make Extranet messages completely obsolete? Would you use this feature where a CS agent can attend to you immediately, or would you rather use phone/traditional messages?

10 Replies

7
Thuild - Your …

Well, it wouldn't be possible because not every department works in shifts and the office hours are standard for non-essential departments.

Therefore, your finance, content, contracting, IT and sales will definitely have a 9 to 5 schedule, thus unreachable via a Live chat.

Remember that certain departments mentioned are localized in the HQ or Operations HQ, which means that not everyone from around the world has live access to them.

This is the reason why certain departments give you 1-2 days time for their reply.

However, partner support team could have a live chat, that would work, but I still prefer a phone call, because it's faster.

Best regards,

Zsolt - www.thuild.com

1 year ago
8
Leandri Klopper

Hi there,

Interesting idea, thanks for sharing!

I was involved in another booking platform where we set up an instant messaging system. The problems I experienced with instant messages was:

1. I got a lot of people just asking questions that could've been easy researched on the Help website but it's easier asking someone else to send you the link than search for it yourself.

2. Saving the messages for future reference. For one, you will need to Log a whole conversation. Secondly, finding the topic/specific line you are looking for turned out to be a nightmare.

3. Complaints/Bookings are difficult to process in real time messages.

It could work but they will have to be strict on What to use the instant message system for.

Kind regards

1 year ago
5
Veronika Group

Good advices! I also thought there could be problems like the one under 1. Maybe, since they already have technology for that, B.com could use AI to suggest Help posts even before the customer gets through to a CS agent. That could lower the volume of requests.

1 year ago
8
Leandri Klopper

Hi Veronika Group,

AI is not a bad idea. I just wonder how many Partners will send a message and get an automated response with a help post and the Partner will think it's a person sending it haha.

They will definitely have to Specify that it is an Auto Response, or Hi I'm a person you are speaking to now! Just imagine how many complaints Booking.com would get about how the people on the live chat are rude cause they just send links and don't converse. hehe.

Grand idea though!

1 year ago
5
Veronika Group

Leandri,
I know a handful of companies that do this. They add inline links to help artcles titled ‘Can this solve your problem?’ or similar. They do not put this response i a message bubble so there shouldn’t be any problems there.
Also, I know that PayPal sends you an email after you send a request to them that literally says here are some help articles and if you still want us to reply, please respond to this email. I feel like anything is better than that... haha

1 year ago
8
Leandri Klopper

Hi there,

Veronika group, you are so right! I completely forgot they do that. You'd have to be quite a bad designer to put an auto response into a message bubble.

HAHA ja, agreed.

Thanks for the discussion, it's strange that not many people are weighing in on this. A new Tool for communication is always exciting and there are normally many opinionated people.

Here's to hoping we get some more thoughts from our peers!

Keep well.

1 year ago
5
Graham Fisher

I struggle enough with non-native English speaking CS staff.... heaven knows how they would handle Live Chat!

1 year ago
1
Haus18cottage

Booking Ref.No.*********

Due to a misunderstanding with the guest ************ with regard to the pricing , finally she requested me to cancel the booking done on the 13th. August 2018.

As this cancellation is within the 48 hr. period, it has to be done through the Customer Service.

haus18cottage, Fort Galle Sri lanka.

1 year ago
1
Danielrusty

Howdy im attempting to get in touch with CS or any help thats available as ive landed myself and my listing in disarray, ARGHHH. Just went live and have multiple bookings confirming by themselves without my knowledge and without me even screening the guests. I have no enquiries but instead immidiate bookings and i have realised that none of my information in my listing is correct. Rates, callendars, pax, descriptions arent corresponding to what i want up. I need some guru to hold my hand and help me get this right. Also i have a guest who ive asked to just cancel for tomorrow as i have already got guests in there and i dont want her to loose her money. She does not deserve it as i have clearly stuffed up.

How do i turn my listing off live?

How do i manage my bookings so that only i approve enquiries?

How do i set 1 rate for the entire house and not individual rooms.?

How do i apply an extra charge per head per night?

How do i apply 1 base rate 0f $70 oer night for 2 people and then $35 for every head there after per night ?

These are my main concerns for now :)

Any assistance will be greatly appreciated.

Awaiting frantically.

Daniel

1 year ago
8
Leandri Klopper

Hi Daniel!

Okay quickly go and close all your rooms for all the dates.

Rates and Availability -> Open/Close rooms. You should be able to navigate that pane easily enough to close everything.

All bookings on Booking.com is immediate and confirmed. Perhaps have a read through your contract with them, they are very detailed. And be careful, if you have double bookings, Booking.com will provide your guest with alternative accommodation at your expense.

Then my suggestion is to have consultant on the phone to guide you through setting it up in the way you want to it work. You have an Account Manager. You can find the number on the extranet under Inbox -> Booking.com messages. Scroll down and it will be on the right.

But be sure to go and CLOSE all the rooms before you do this. Just to avoid more bookings.

It's a rollercoaster, but it's so worth the ride! Best of luck

1 year ago