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Red Planet

How Intuitive In-App Chat Boosts Guest Loyalty For Asia’s Fastest Growing Hotel Chain

Red Planet - Featured
Red Planet - Overview

Overview

In the competitive landscape of the hospitality industry, where customer service sets businesses apart, Red Planet Hotels has emerged as a beacon of innovation and guest satisfaction. Established in 2010 and quickly becoming one of Asia’s fastest-growing hotel chains, Red Planet Hotels has locations across the Philippines, Indonesia, Thailand, and Japan. Recognizing the shift in consumer behavior towards a preference for texting over phone calls, particularly for travelers abroad, Red Planet Hotels sought to enhance guest loyalty through intuitive in-app chat services.

The Challenge

Traditionally, hotel guests needed to contact the front desk via in-room landlines for any requests, limiting their ability to communicate when not physically present in their rooms. This method also placed a constraint on the availability and responsiveness of the staff to guest requests. Additionally, the language barrier posed challenges for international guests, making phone calls less appealing. Red Planet Hotels identified a need to modernize its customer service approach to cater to the mobile-savvy consumer, improve operational efficiency, and overcome the limitations of traditional guest communication methods.
Red Planet - Challenge

The Solution

Red Planet Hotels partnered with Helpshift to introduce a mobile in-app support system, allowing guests to initiate two-way chats with real-time responses. This feature not only facilitated easier communication for guests, including those facing language barriers but also enabled them to send pictures and documents, further simplifying the process for extending reservations or addressing specific requests. Furthermore, Red Planet empowered its staff by integrating the Helpshift agent app, which mirrored the guest app, allowing front desk employees to manage inquiries and other responsibilities simultaneously, regardless of their location within the hotel premises. This approach eliminated the need for dedicated customer service agents, as the front desk staff could now offer a seamless and efficient service experience.

The Results

The implementation of the in-app chat feature by Red Planet Hotels led to remarkable outcomes, both in terms of guest satisfaction and operational efficiency. The hotel chain witnessed a 73% decrease in employee time to first response, significantly reducing the wait time for guests seeking assistance. Moreover, there was a 20% reduction in the time taken to resolve issues, contributing to higher guest satisfaction levels. This streamlined communication process not only elevated the guest experience but also positioned Red Planet Hotels as a leader in customer service within the hospitality industry. The success of this initiative underscores the importance of embracing technological solutions to meet the evolving expectations of modern travelers, further cementing Red Planet Hotels’ reputation as Asia’s fastest-growing hotel chain.

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