Our client, an Israel-based software product startup, served hotels with their innovative software and mobile solutions. The company needed to build a real-time chat system customized for hotels, and seeked our assistance on that. Our client wanted this system to be in the form of a mobile application available in Android, iOS, and the web. The company emphasized on building a mobile application rather than a desktop application so that guests can easily interact with a hotel from anywhere and get their questions answered.
People are building hundreds of thousands of chat applications, but creating one that’s tailored to the hotel industry is difficult. And that’s the challenge our client faced.
The hotel industry’s success depends on how well they can cater to the needs of the guests. Our client wanted to develop a real-time instant messaging mobile application that’s well-versed with the dynamics of the hotel industry and caters to guests’ needs.
They wanted the mobile application to provide proper and fast responses to guest requests. Additionally, the mobile application required to track the quality of the hotel’s service.
We created an instant messaging mobile application customized for the hotel industry named Bellby. Based on XMPP protocol, this mobile app for the hotel industry facilitates real-time chatting. Chat client is available in Android, iOS, and the web. Mobile clients were developed using native technology - Java for Android and Objective-C for iOS.
The hotel mobile application Bellby is supported by powerful analytics and user management built with CakePHP Framework. Our team installed and configured the XMPP server which was required for this project. We incorporated the facility of translation of messages in real-time using Google Translation service.
The mobile app for the hotel industry allows administrators to change a request’s status, where requests are made through instant messaging. It also lets them view closed requests.
The mobile application also tracks and measures the guest experience KPIs for the hotel industry. These are the metrics that help in revenue generation in the first place. Guest experience makes a crucial set of KPIs as they help to find whether guests may book the hotel in the first place or even become repeat clients. Guest experience KPIs are:
Online Rating: As customers share their experience of staying in a hotel online, hotels can derive valuable insights from them and understand what is good and what needs to be improved.
Customer Satisfaction: Customer surveys are an effective way to assess customer satisfaction. They allow hotels to track things like customer complaints about management or customer reviews received on external websites.
Loyalty Programs: With loyalty programs, hotels can measure their most valuable customers’ guest experience. This can further help them improve their guest experience as well as secure revenue with future repeat visits.
Bellby helps with accurate evaluation of the guest experience KPIs.
The instant messaging mobile application helped enhance the customer service for the hotel using it. Bellby saw a huge spike in the number of users owing to its valuable features and availability in Android, iOS, and the web.
Users from all over the world used Bellby and it was easy for the administrators to interpret their messages, which were often in different languages, due to the feature of real-time message translation in the app.
The app led to an increased level of satisfaction for the hotel’s guests.
Building this real-time chat application that’s specific to the hotel industry was an exciting challenge for our team, and we won it with flying colors. For the hotel industry, customer service is at the core of their business, and our hotel mobile application Bellby helped enhance it. Clear and seamless interactions between guests and the hotel resulted in more satisfied guests for the hotel, which in turn, contributed to their business growth.
Our client was highly appreciated by the hotel they served with this mobile application.
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