How Hyatt serves its customers on Messenger

Hyatt one of the leading hotel chains of the world, started experimenting with Facebook Messenger from November 2015. Here is what they’ve learned.

(This post is extracts of the original article by Wired, which you can find here)(Another very interesting article on the same story by can Skift be found here.)

The experiment has been promising. By December, the number of messages Hyatt received through Messenger had multiplied nearly 20-fold. A tenth of the messages that arrive through social channels—Twitter, Instagram, and WeChat among them—now come through Facebook. Moriarty, Hyatt’s director of digital strategy and activation, shared a few from January 21:

  • A traveler with diamond status in Washington, DC, had a five-message exchange about his great experience as a regular guest at the Park Hyatt Washington.
  • A Chicago traveler gave the address of his meeting, and asked for a hotel booking nearby on October 12.
  • A traveler arriving at a Hyatt in Germany wanted to alert the hotel he’d be checking in after 9pm and needed an extra blanket because Germany, he said, was cold.

Already, Messenger is morphing into a 1-800 number for Hyatt’s digital customers, a quick way to get any question answered—and the hotel chain has done nothing so far to promote it. “That’s all people finding on their own,” says Moriarty:

“Clearly, our guests want to converse with us over Messenger.”

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