Vacation rental brand, AvantStay, has partnered with Kustomer, an omnichannel CX platform, to implement queue rules to analyse customer needs and route convos via chatbots. AvantStay has already seen results in staff productivity, thanks to merging omnichannel comms and leveraging data.
This partnership news is another addition to the larger trend of hospitality brands investing in the sophistication of their platforms, ensuring contactless operations and tech-enabled guest relations amid COVID-19.
To ensure a smooth experience, every guest touch point for vacation rentals, from booking to check-out needs to be fully contactless. According to COVID-19 travel industry research, 74 percent of US citizens now plan to continue using contactless check-in after the pandemic ends.
Each AvantStay home has a distinct profile on the brand’s mobile app which is accessible through guests’ unique booking code. Within the app, guests can access Wi-Fi passwords and other property info; make use of concierge services such as fridge stocking and mid-stay cleans, and book activities like a private chef, massages, wine tasting and others.
Guests can pay for their stay online, fully contactless, also allowing for a “book now, pay late” option.
Kustomer enables customers to easily resolve questions themselves and empowers agents to deliver informative and seamless experiences that build customer loyalty. Kustomer has been named Momentum Leader Spring 2020 and Mid-Market Leader 2020 by G2.
