Stay connected - Refine service - Boost revenue
Mobile Live Chat for instant messaging
Take advantage of the direct online messaging module and chat with your guests before, during, and after their stay. Provide support on every stage of your client’s journey and win their trust and loyalty.
Reply to guests’ queries in real-time
Provide online concierge services
Help customers make informed decisions
Optimize internal operations
Assist and advise your guests at any time
In 2020, the global customer satisfaction rate with live chat usage peaked at 85.6%*, meaning that customers all around the world still expect human connection from businesses.
Stand out from the crowd of automated messaging and chatbots with Mobile Live Chat. Establish connections on a human level and address any customer concerns whenever they need during their stay.
We will help you to communicate with your guests in real-time, learn more about their desires, and provide first-class services for a stellar first impression.
* According to Statista.
That’s how it works
Mobile Live Chat allows guests to contact the hotel anytime via HotelFriend's Mobile Concierge App. They can instantly request further information on room reservations, bookings, and service orders.
The administrator of each department receives a notification of the incoming message and instantly responds to the guest’s needs. On request, any service can be adapted to the specific requirements of each client.
Turn customer experience into growing revenue
guest submits their preferences
manager replies at no time
Discuss additional requirements to orders
Change of plans during the trip is quite a common thing. Grant your guests freedom to share their preferences and requirements to orders, as well as cancel them if needed.
Get to know your guests better
Handle your guest’s messages in real-time and learn more about their expectations. Create special offers aligned with the most popular requests and boost your revenue with upsells.
Engage with customers immediately
Build a delightful customer service experience via Live Chat
Improve communication between departments by offering immediate crisis management
Whether it is a problem on a booking stage or a leaking faucet in the room, immediately address any issues that your guests may have and notify staff about new tasks to help everyone to stay on track. Increase team productivity by letting employees from different departments coordinate their workflow in the chat, as well as show your guests that you care and protect your hotel from negative reviews on social media or booking platforms.
Guide your clients through their journey
Ensure top-notch support at every stage of the customer journey. Help your guests with remote check-in and offer your best deals. Provide concierge services without the need to answer any phone calls.
What you get
+ Positive guest reviews
Guarantee online availability and fast solution to any problem that occurs. Let guests discuss order details via chat and give them the reason to return again and again.
+ Increased conversions
Help your guest make the best decision on the way to making a purchase. Involve in direct communication with guests and give immediate answers to their questions and concerns to retain them.
+ Tailored offers and deals
Get acquainted with your clients and understand their needs. Use information about guest preferences to implement an advanced sales strategy.
+ White-label app for your hotel
Let your customers choose the place of order delivery and leave a comment on any special wishes and nuances. The app will give them an opportunity to complete self-check-in and get additional info about the hotel.
+ Transform requests into assigned tasks
Use chat to organize your team’s work and discuss any related questions. Inform your staff about customer preferences and assign tasks in a smart way.
+ Automated communication
Free your front desk staff from answering multiple calls at the same time in the rush hours and save money with a more efficient way of communication.
Live chat makes communication much easier. Our guests are very pleased that they no longer need to call reception to order any service. It is also very convenient to share information with co-workers in the chat. Overall, this is a great solution that helped us to improve productivity and quality of service.
Finance & Payment
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