What is a unified inbox?
A unified inbox lets you consolidate all your communications into one view. Typically referring to email, a unified inbox brings together different accounts so you can easily see where you have new messages and switch between accounts to send replies.
An example might be a situation where you want to view Gmail, Outlook, and iCloud in one place, without having to constantly log in and out.
Some inboxes may even be designed specifically for hosting businesses and be able to unify different types of communications such as emails, text messages, and messaging apps.
This blog will give you a comprehensive overview of unified inboxes and how to create a seamless message center in your hotel, improving guest experience and process efficiency.
Why is it important for property management to have a unified inbox?
Your property management will be greatly improved with a unified inbox. A hotel is a busy place and a challenge to manage, even in the best of times. You don’t want to spend precious minutes on the frustrating task of checking too many accounts and apps to track messages and guest communications.
Not only will this hamper your efficiency, but it could also cause you to miss vital information or an important request. Eventually, poor communication can lead to an unsatisfactory customer experience and a reduction in your reputation and income.
It doesn’t take much for some problems to snowball. So it’s important to have a unified inbox to avoid these issues in the first place.
Simplified and fast guest messaging
With the SiteMinder platform, you’ll be able to interact with guests the way you want, all from one place. With key messaging features and seamless integrations, your interactions with guests will be better than ever.
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The Impact of a Unified Email Inbox for Hotels
Email is still extremely popular way for customers to book their stay. It’s also very common for guests to use email to send you questions, requests, and comments. Likewise, you can use email to provide customers with key information, offer upsells and extras, and request reviews.
A unified inbox will help ensure your hotel doesn’t miss any guest communications and can respond to queries in a timely manner. Nothing is more anxiety-provoking for a customer than finding themselves waiting without knowing if their email has been received or read.
When we consider that 3 out of 4 customers say poor interaction with one company can ruin their day and 73% will move to a competitor after several bad experiences, a unified email inbox will help ensure your customer email strategy is airtight.
Likewise, a unified hub for SMS messaging can be just as powerful and effective for your hotel’s relationship with guests.
Complete Benefits of an SMS Messaging Hub
An SMS messaging hub has benefits simply by its existence. Knowing that 40% of customers If you want multiple options for communicating with a business, an SMS messaging hub gives your hotel guests an alternative to email where they can quickly send and receive messages for simple questions or requests.
In fact, many customers these days prefer texting rather than calling or emailing because it’s quick and convenient – and they know they’ll be alerted as soon as they receive a response, without having to wait in line or open their phone. their email.
With an SMS messaging hub, your hotel will be able to:
- Send bulk messages to multiple recipients
- Track and analyze SMS messages in one place
- Send reminders and notifications
- Provide customer support
- Implement marketing campaigns
- Collect feedback
You may even be able to use text messaging in-house at your hotel, to coordinate staff, housekeeping and department operations.
What to Look for in a Unified Messaging Hub Solution
If you are interested in creating or implementing an email hub solution in your hotel, it is important to conduct thorough research based on your specific needs. For a hotel, it will be important to use a vendor that can create a centralized location for all types of guest communications.
Here are some boxes you should look to check:
Best unified inbox
Does the solution offer a best-in-class unified inbox through which you can manage all inbound and outbound communications across emails, SMS, messaging apps like WhatsApp, social media, and even channels distribution? like Airbnb?
Routing
Routing can be important if you want different messages sent to different people, so that the appropriate personnel handle specific requests.
Automation
Being able to predefine responses to common queries and frequently asked questions will help you streamline your communications and save a lot of time.
Models
Messaging templates for particular scenarios and message types will also help you become more efficient, but will also allow you to be more efficient and execute strategies more easily.
Reports
You need detailed information to know whether your communications are received, read and acted upon, as well as what customers think positively or negatively about the service.
Integrations
Can the solution integrate with other systems that you want to use or that will complement the existing service?
Beyond that, it’s important that your solution provider provides you with a user-friendly experience with adequate support and security against data leaks or compliance requirements.
By carefully evaluating these factors, you can select an email hub solution that empowers your hotel, improves guest satisfaction, and drives business growth.
How to Create a Unified Inbox Using Hotel Technology
In the hotel technology industry, there are many solutions that will help you create a unified inbox or messaging center across your property.
If the generic business solutions or property management system you have chosen are not able to meet all your needs, you may consider using:
Hotel applications
There are hotel applications available for integration which are specifically focused on messaging and communication services for customers. You can connect them to your existing technology stack to achieve the desired result.
Hospitality experts
A whole ecosystem of hotel experts There are consultants you can use to find partners who will help you find and implement the best unified inbox solution for your hotel. There are many website and digital marketing specialists who will meet your unique needs.
A hotel platform
A hotel platform will often provide a centralized control platform for all your hotel operations. It can include features focused on customer engagement and messaging, or provide seamless integrations with leading industry solutions in this area.
The best hotel platforms will also give you easy two-way connectivity to your property management system and online distribution channels.
So how can a unified hotel platform provide the necessary email hub capabilities your business needs?