Delight your guests with personalized care
Make your hotel guests happier with Zoho Desk. Handle issues promptly, chat on their preferred apps, and remember their preferences for a seamless stay that keeps them coming back.
Here's how you can benefit:
Centralized data management across properties
Enable round-the-clock assistance to boost guest loyalty
Enhanced stay experience with tailored and proactive support
Better staff efficiency through automation and AI
Promote secure interactions
Get data-driven insights for contextual complaint resolution
How Zoho Desk supports
customer service in the hospitality industry
Unified guest interactions for all touchpoints
Hospitality businesses manage large volumes of customer interactions across time zones and channels. Zoho Desk simplifies the process by allowing teams to connect with guests on their preferred platforms.
Access a unified interface for all customer touchpoints that equips your staff with customers' booking details and interaction history, plus collaboration features and business tools on a single console. For instance, by integrating Zoho Desk with Zoho CRM, you can find out when a lead raises a support ticket, and respond right from the CRM interface. Your support agents can view tickets from prospects and notify sales reps to step in when required.
Enable real-time support through live chat to improve customer satisfaction and empower your teams to provide exceptional service with Zoho Desk's mobile apps.
Provide smart and personalized support:
Leverage AI capabilities to enhance your hospitality experiences. For example, suggest service upgrades and personalized packages generated based on analysis of previous interactions and guest data stored in your CRM or database.
Zia Zoho Desk's AI empowers your support agents with interaction summaries, customer tone analysis, writing, and reply assistance, making their responses faster, more contextual, and personalized. Meanwhile, you can easily embed AI-powered chatbots on your websites or mobile applications to offer instant solutions to guests for simple questions.
Improve loyalty with 24/7 assistance
Your guests expect to receive prompt assistance whenever they need help. Self-service tools empower your customers to find answers and resolve issues quickly. Zoho Desk's self-service platform allows you to set up multilingual knowledge base articles, community forums, low-code chatbots (Guided conversations) for your websites and mobile apps.
Boost productivity with scalable solutions
Hospitality businesses experience seasonal rushes that can overwhelm support teams. Zoho Desk makes it easy to automate routine tasks, such as ticket assignment, notifications and alerts for any incoming tickets, anomaly detection, escalation, sending automated ticket updates to customers, or auto-closing conversations.
You can also build blueprints and workflows to ensure consistency in support operations and increase productivity across the organization without incurring extra costs.
Optimize feedback management
Quality guest experience is crucial in hospitality. Every interaction from inquiry, booking, to checkout contributes to valuable feedback. For example, get notified if any unusual spikes or patterns occur, such as increased customer complaints regarding a specific room or consistent lower happiness ratings. With Zoho Desk, you can collect and analyze your guest feedback through happiness ratings, create reports and dashboards (such as agent performance and response time), and optimize your self-service platforms.
Offer secured guest interactions
Hospitality businesses handle numerous interactions with guests and are responsible for a large volume of sensitive data. Zoho Desk enables role-based access control for the secure handling of your customer data. Designate each support agent with the appropriate role and permissions, and activate or deactivate the share data with peers feature to safeguard your guest details. Zoho Desk is compliant with GDPR and HIPAA regulations.
The Zoho Desk advantage
15%
increase in first
contact resolution.
50%
faster response
time.
14%
increase in
CSAT score.
48%
reduction in customer
churn rate.
The ease of configuration sold us on selecting Zoho Desk. The fact that we could do most of it ourselves impressed our team, as we wanted to be able to maintain control and we were not subject to having ongoing consulting fees and other expenses. So, keeping our costs controllable became achievable. Learn more
Kyle Kurdle
Vice President, Global Service Delivery
Elevate guest experiences with superior customer service
Frequently asked questions
Choose a cloud-based help desk solution, such as Zoho Desk, that offers omni-channel; support for your global customer base and integrates well with your business systems (PMS, CRM) to offer contextual support. Easily set up self-service platforms like a multilingual knowledge base, community forums, and chatbots for smooth and quick resolutions. Access data-driven analytics to identify any bottlenecks and improve customer support operations. The hospitality industry is challenging, with customer relations playing a significant role in its success. Therefore, hassle-free stay experiences and a consistent track record of positive customer experiences are advantageous.
Help desk software such as Zoho Desk boosts hotel guest satisfaction by centralizing requests for faster resolution, offering multi-channel communication (chat,email, phone and social media) and scalable support solutions for staff efficiency and lower support cost. Offer personalized service through guest history, empower self-service customers via chatbots and knowledge bases, and improve staff productivity through automation and customization solutions, mobile apps for on-the-go support, and data-driven insights to improve support operations. Offering good customer support leads to happier customers and building customer loyalty.
Yes, a help desk or customer support solution such as Zoho Desk offers a centralized console for your agents to view and manage requests and customer data from multiple properties and multiple communication channels. This allows ticket segregation through round-robin ticket assignment and allows the creation of multiple departments and custom modules to customize workflows and self-service platforms to meet the unique needs of each property—all within a single Zoho Desk account.
Help desk software integrates with existing hotel management systems (such as PMS or CRMs) through APIs (application programming interfaces), which allow two systems to exchange data. For example, a ticket raising concern about travel date modification can pull in the customer data from the CRM for a support agent to offer contextual support. Zoho Desk offers easy prebuilt integrations or API integrations through its marketplace with native or third-party business applications.
Help desk software is beneficial for hotels as it helps them comply with regulations in the hospitality industry. It offers tools for data security, privacy management, and record-keeping of guest interactions. Zoho Desk offers a secured platform with features like data sharing controls based on roles and profiles, audit logs, and is GDPR compliant to assist hotels in managing data according to regulations and meeting their compliance obligations.