Hyatt is serving customers through Facebook Messenger

By John Casaretto Published November 25, 2015

Poppi — Image used with permission by copyright holder

Hotel customers are enjoying a new way of reaching out to the Hyatt hotel chain through social media. Through a marketing partner called Conversocial, the hotel operator is testing Facebook Messenger as a social channel for customer service. This tool opens up new channels of support engagement. It puts the Hyatt corporation squarely in the center of where many conversations are happening, while offering immediate assistance to a new audience.

Using the app, users will be able to easily reach Hyatt. They can also make reservations and engage in live conversations with the company’s chat support team. They will be able to ask about availability, reservation info, room features, and more as easily as through a phone call or email.

New channels

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Hyatt has been active in customer support through Twitter. However, when the two platforms are compared, Facebook’s large user base will open access to a wider audience. Twitter’s audience is limited in comparison. There are a number of users that either don’t have an account or have abandoned the service.

Hyatt sees a personalized advantage through the features on the system, and responsive exchanges with the company are the end goal. Customers can actively view status updates, such as when messages have been read, when people are typing, and other notifications.

Big audience, big potential

In March, Facebook set the path for Messenger support for businesses. Hyatt became one of seven brands actively testing the Businesses on Messenger tool. Facebook says that it has more than 700 million active monthly users on Messenger. This new channel for customer service delivers a fresh relevance to customers in a way that they are familiar with. Access, fast service, and fast response are elements that will refine customer engagement for more companies to explore in the future.

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