Hyatt Hotels Add Facebook Messenger to Customer Service Channels

  • Thursday, November 12th, 2015
  • Author: Tim Maytom
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Messenger.jpgLeading global hospitality firm Hyatt has added Facebook Messenger to its customer service channels, working with London-based company Conversocial to integrate Facebooks Messenger app into Hyatts social care solution.

Hyatt adopted Conversocial as part of its 24-hour global control room efforts earlier this year, making use of the platform to enable workers across multiple customer contact centres to respond to traveller queries and proactively engage with guests over Facebook, Twitter and Instagram.

“We want to built long-term relationships with our guests, and that means connecting with them throughout the travel journey in the ways they want to connect with us,” said Dan Moriarty, director of digital strategy and activation for Hyatt. “The addition of Messenger to our around-the-clock social car efforts was a no-brainer.

“Its just one more channel in which we get to have meaningful conversations with guests and help them to be their vest, on the road and right away.”

Conversocial works with brands to manage and resolve social customer service inquiries, dealing with more than 11m social media messages a month across a variety of channels. Messenger has grown 40 per cent over the last year, and currently has over 700m monthly active users.

“The conversation is taking place on mobile and social media apps, and businesses need to be where the consumer is to assist – in the same channels and the same conversation – to help, engage and wow them,” said Joshua March, CEO and founder of Conversocial.

“Messengers new Businesses on Messenger product is going to be a growing channel to do this, and it brings in many new features including transaction receipts, real-time chat and other innovations which will really serve social care – its reinventing live chat for the mobile, social generation.”