Best Practice Report

Text-Based Chat Best Practices: Holiday Inn’s Customer Service Features

February 8th, 2021
With contributors:
Fiona Swerdlow , Hailey Colin

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Holiday Inn’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Holiday Inn agents go above and beyond to ensure their product recommendations are relevant to the customer. When a customer asks for help booking a hotel, the agent will ask questions about hotel chain preferences, locations, and reservation details before providing recommendations. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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