CHATLABS
CHATLABS
CHATLABS
CHATLABS
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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.
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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.
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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.
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Who We Work With

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Create 360° Social Experiences for your Chinese Clients

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Data Unification

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Salesforce/CRM Integration

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Journey Automation

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360 Experiences

Social Marketing

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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

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Social Storefronts

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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

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Social Social Service

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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

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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.

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Cultural Institution Edition

With more than a billion daily users, WeChat is an essential tool for cultural institutions striving to connect with China.

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Resources

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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.

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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%.

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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.