Over 1,000 Hyatt hotels around the world will deploy Medallia Zingle’s messaging platform to improve guest experiences.
The platform will allow hotel staff to communicate with guests through SMS, chat, and WhatsApp.
Julia Vander Ploeg, Senior Vice President and Global Head of Digital and Technology, Hyatt, said: “At Hyatt, our approach to technology always starts with listening to our guests and World of Hyatt loyalty members.
“With Medallia Zingle offered at more than 1,000 Hyatt hotels, our colleagues will be even better equipped to care for our guests by having the ability to swiftly communicate with them through their preferred chat-oriented digital channels, in the way they want to communicate with us.”
Hyatt properties also offer in-stay feedback surveys at various touchpoints in the customer journey via Medallia Digital platform. The guest feedback insights will let the property team spot places for improvement and accelerate service recovery.
Ford Blakely, Founder, SVP & GM of Medallia Zingle, said: “Customers today expect brands to communicate with them in ways that make their experiences easier and more rewarding.
“We’re thrilled to provide Hyatt hotels with a platform that offers an unparalleled combination of actionable insights, powerful service-recovery opportunities and the potential to drive additional revenue in a scalable and consistent manner.”
In November 2021, Medallia launched Digital Suite to help organisations process insights and deliver better digital customer experiences.