ChatLabs
Hospitality & Travel
Inspiring guest experiences with a personal touch every step of the way
Industry Insights
01
In FY 2022 Q1, the hospitality sector in China witnessed an increase of 27% in guest room booking rate, a revenue rise of 29% in catering and an overall revenue growth of 30%, compared to FY 2021 Q1.
02
A recent ChatLabs study found that 35% of DMO WeChat Official Accounts have an interactive Welcome Message to encourage new user engagement.
03
The same study also found that 40% of DMOs offer online ticketing or reservations from within their WeChat accounts.
Delivering True Hospitality and Care Through a Customer-Centric Strategy
Customer data activation needs to follow the growth of China's hospitality market. To retain the Chinese modern-day luxury travellers, it’s crucial to personalise experiences with the right technology that gathers sufficient social data to understand traveller intent and provide relevant messages at the right time.
ChatLabs Platform aids your hospitality brand to activate online and offline data and personalise experiences to service your Chinese luxury travellers.
Solutions
Personalised Experiences for your Chinese Guests.
Build immersive digital experiences that best showcase offline offerings and streamline conversion on any social channel. From identifying and segmenting travellers based on their travel intent and automating targeted content delivery across social channels, to offering 1:1 virtual travel consultations for Chinese guests and allowing them to make bookings and reservations through mini programs on WeChat or storefronts on social channels. We create digital experiences that allows travelers and guests to “feel” your hospitality where they are at, at the right time, with the right offerings based on social data.
Solutions
Hyper-targeting to Increase Look-to-Book Ratio.
Superior customer service requires a customer-centric digital strategy. Chatlabs utilises data mesh technology to ingest & analyse customer data from channels such as WeChat, Douyin, Weibo, Tmall & JD.com to create a 360° view of your travelers and truly understand their travel intent to retarget them with relevant content, services, and offers through any China social channel, resulting in an increase in look-to-book ratio.
Solutions
Build Guest Loyalty for Retention.
Build guest loyalty by crafting journeys and loyalty programs that encourages membership sign-up through tier-based rewards and redemption benefits, incentivizes reservations by automating points expiration reminders, and build 1:1 relationships with your staff members through WeCom private clienteling for the most personalised services and experiences.
Who We Work With
Create 360° Social Experiences for your Chinese Clients
Data Unification
Salesforce/CRM Integration
Journey Automation
360 Experiences
Social Marketing
Integrate Chinese social data with your owned systems and CRM to identify & segment your Chinese audiences for targeted engaging communications across channels.
Popular Features
360° Social Customers Profiles
360° Cross-Social Marketing Automation
Salesforce Marketing & CRM Integration
Social Experiences
Convert on any China social by building fully-branded storefronts on key channels such as WeChat & Douyin with engaging commerce experiences i.e. livestreaming
POPULAR FEATURES
Dynamic storefronts personalised for each user
Salesforce Social Commerce Integration
Manage various social storefronts in one place
Social Social Service
Empower your sales and service staff with rich customer social data to personalise services and private clienteling tools to nurture loyalty by building 1:1 relationships.
Popular Features
Private and secure social clienteling tools
WeCom (WeChat Work) Integration
Salesforce Sales & Service Cloud Integration
Trusted by International Hospitality Leaders
Destination Marketing Organization Edition
WeChat is an essential tool for Destination Marketing Organizations (DMOs) striving to connect with China. But launching on WeChat is only the first step.
Cultural Institution Edition
With more than a billion daily users, WeChat is an essential tool for cultural institutions striving to connect with China.
Resources
INDUSTRY LEADER
Travel retail for cosmetics
With several cosmetics brands featured in this travel retail WeChat account, the parent company uses surveys to segment users and deliver content customized to user preferences.
RW GENTING
Increase engagement among visitors
Resorts World Genting leveraged contests, offline QR codes, and targeted offers to organically increase WeChat Account engagement more than 100%.
Talk with our expert
To keep pace with the China hospitality industry, your brand needs the right service and solutions to innovate. Speak with our experts and solution partners and embark on tailoring a data-driven customer journey for your Chinese clients.