Hyatt drives business with Facebook Messenger
by Leon Gettler
Hyatt Hotels have taken to Facebook Messenger to connect with customers
When Facebook announced last year it was changing Messenger to allow businesses to talk to customers, Hyatt took to it straight away.
The hotel chain says it now has a system in place and people are taking to it. Hyatt doesn’t even have to advertise it.
To send Hyatt a message, check to see if there is a blue dot. That will tell you if it’s online.
Three grey dots popping up indicates someone is reading your message.
Within minutes of the query, a customer service rep will answer and will initial it so you will know who you’ve been talking to.
Over December, the number of messages Hyatt received through Messenger increased nearly 20-fold.
These included requests like customers giving the address of a meeting and asking for booking nearby to a traveller checking in to the Hyatt in Germany after 9pm and requesting a blanket because he would be cold.
It has worked so well that Hyatt has now set up a 1800 number for Hyatt’s digital customers.
28th January 2016
