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News : 24/7 Hotel Social Customer Service Launched
Parsippany, NJ, May 14, 2014 -- Lodging Interactive, a digital and social media engagement agency servicing the hospitality industry, announces the launch of Social Voices by CoMMingle. Social Voices is a innovative new service that provides hospitality clients with 24/7 social listening and social customer engagement services 365 days a year.
"The time has come for hospitality companies to elevate the level of customer service they provide to their potential customers and in-house guests who prefer to use social media to converse with them," said DJ Vallauri, Lodging Interactive’s Founder and President. "Last year when a consumer used Twitter to tweet to a hotel and they received a response, they were pleasantly surprised. This year, a response is expected and if they DON’T receive a response in a timely manner it creates a negative impression of that hotel."
Social Voices is a natural extension of Lodging Interactive’s CoMMingle social media marketing division and employs dedicated "listening agents" that are based in the USA.
"While we could have outsourced our listening center agents to India and other overseas countries, we felt Social Voices required the highest level of support agents that only the USA could provide," Vallauri said.
"Think of Social Voices as the next generation call center, one that offers 24/7/365 days a year online social customer service," said Rosella Virdo, Director of CoMMingle. "These days, Millennials and our Generation Z are increasingly using social platforms as a means for customer service interactions with brands; they’re not going to call an 800 number only to placed on hold for service . . . that’s history."
Social Voices was developed to not only provide social customer service to past and future guests, but to also address the needs of in-house guests.
"Social Voices enables on-property guest support as well," Vallauri said. "For example, in-house hotel guests can use Twitter to request hotel services or to share a concern or complaint. Our listening agents will engage with the guest and involve property staff as required. Social Voices works to pre-empt irate guests before they post on reviews sites such as Tripadvisor and Yelp!"
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Back To The Basics
About Lodging Interactive:
Lodging Interactive, headquartered in Parsippany, NJ, is a full-service digital marketing agency exclusively servicing the hospitality industry for more than a decade. The company provides a portfolio of effective hotel Internet marketing services to hundreds of hotels, resorts, ownership properties, spas and restaurants. Clients include branded hotels from nearly every major brand as well as prestigious, landmark independent hotels.
Published: Monday, May 19, 2014