Why Are Online Reviews Important for the Hotels?

11 October 2021 General
Why Are Online Reviews Important for the Hotels?

Highlights:

  • Social Media and online review platforms have a big influence on customer decision making in Hospitality Industry
  • Online ratings & reviews can either positive or negative effects on hotel’s revenues & reputation
  • As online reviews can increase hotels’ visibility and revenue, unmonitored reviews can also damage business’ reputation
  • Social Media and online review platforms must be considered as a part of Customer Experience Management
  • NLP/AI based Customer Experience products minimize the effort to analyze these reviews and provide detailed analysis options which makes the reviews useful for the businesses
  • Keeping track of each website/platform 7/24 requires a lot of human effort and attention, a comprehensive platform collects data from different platforms and let users know in case of alerts can save a lot of time and effort for Customer Experience departments

Abstract

For the hospitality industry, maintaining customer satisfaction and customer loyalty is more important than ever nowadays. Guests can reach each hotel, compare the reviews and ratings thanks to online platforms. It is a known fact that a majority of the guests are first visiting the pages of the hotels in online platforms, check reviews and ratings before making a reservation. Also, guests who left reviews are expecting hotel management to read and answer to those reviews and personal answers affect the likelihood of the reservation in a good way.

As online platforms increase the visibility of the hotels and make each hotel reachable worldwide, it also brings a challenge for the hospitality industry. The challenge is to manage the reviews in the online platforms such as keeping track of the reviews, dealing with the negative ones, and finally turn the online platforms to an advantage for their business.

How does Feedgage Offer Hotels a Competitive Advantage?

  • Collects guest reviews from all possible review platforms and integrated surveys and displays those under one platform. It is a huge effort for Customer Experience Management departments to keep track of large amounts of data which is received from many different customer touchpoints
  • Analysis review data with Artificial Intelligence based Natural Language Processing models
  • Extracts both sentiment and topics of each review in detail
  • Provides graphic analysis to see the Customer Insights and Trend View to see problematic cases that are affecting customer satisfaction in a bad way
  • Visualize qualitative (Ratings) and quantitative results (Reviews) together
  • Helps teams to escalate the problems to the right department
  • Highlights problems and helps you to find out the high priority ones
  • Helps teams to classify reviews as suggestion/request/complaint
  • Helps teams to take proactive actions
    • Before the problem becomes vital/irrecoverable
    • Get involved in problem solving after the receival of the issue closer to the real-time
  • Standardize assigning categories and catches different details in one review. If a person tries to do that manually it is not standard and some of the topics in a review can be missed. In this case, Voice of the Guests is not completely heard
  • Helps teams to hear the Voice of the Guests by providing a comprehensive solution to the above-mentioned cases in a user-friendly way.

How Do We Create Value?

  • Collect and display data from different platforms/websites/surveys in one comprehensive product
  • Collect data – only thing you need to do is just write the hotels’ name and select the target review site-
  • Collect data by integrating online surveys
  • See overall status in user-friendly Dashboards/Reports
  • Dive deep in Voice of Guests with NLP/AI based Text & Sentiment Analysis
  • Categorize the reviews according to the target departments
  • Provide Trend Analysis to find out issues affecting Customer Experience in the long term
  • Receive reviews instantaneously and take quick actions if needed
  • Provide Competitor Analysis options to compare your Ratings & Reviews with others
  • Provide Root Cause Analysis with detailed filtering functions
  • Set alerts for specific reviews/keywords by using Proactive Notification mechanism
  • Use detailed analysis for fact-based decision making

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