By offering a chat function, that’s just what you get. Our customer data shows that when website visitors interact in chat, they are 80% more likely to book – whether via the chat solution itself or other booking channels.

If that’s not enough, those bookings bring in on average 16% higher revenue than those from visitors who did not have a conversation first. But what are these exchanges about and when are they happening? Our data gives some clues.

As it turns out, a whole range of issues are covered in chats: A topic for hotels in cities is meeting rooms. For resorts, the focus is often on SPA services. Yet by far the most are common questions like a hotel’s pet policy of parking possibilities.

Because a chat function is always available, it can be used any time of the day. Our figures show that just over half of chat contacts are outside core business hours. What’s more, the majority take place shortly before and after core business hours, for example around 07:30 am and 07:00 pm. The big advantage for hotels is that they can schedule staffing accordingly to ensure someone is on hand to answer queries that chatbots can’t.

With hypergrowth of messaging, real-time exchange is what people want. Chat fulfills that need – and adds to a hotel’s bottom line.