Product Updates: November 2017

Welcome to your November Product Update. As per usual, if you're a Triptease customer you can follow the full list everything we're doing by clicking on the Updates tab in the Triptease Platform. But we're sharing a selection of our latest updates here too because we're nice like that.

Text and email alerts from Front Desk

Product: Front Desk - Date: Tuesday 14th November

We know how busy a hotelier's day is, so we've put a system in place to make sure you don’t lose customers just because you’ve stepped away from your desk.

If a guest asks you a question via Front Desk, we’ll wait for 45 seconds to see if you respond and if not we’ll fire a quick text or email to you to let you know a guest is waiting for a response.

The message you’ll get from us will contain a direct link back to the specific conversation in the Agent Portal - so no searching for the right guest conversation. We’ll take you straight to the right place so you can respond while they’re still online.

To find out how to add or update your mobile number or email, check out our Frequently Asked Questions.



Improving Front Desk on mobile

Product: Front Desk - Date: Tuesday 14th November

A quick update from the Front Desk team as we’ve just solved an issue that has been affecting a few of our clients and their guests recently.

We know that showing the welcome message and Price Check information in Front Desk increases conversion, so we always like to have those messages at the ready when guests arrive on a hotel website - and we’ve been experimenting with directing more attention towards them. For example, even when the Front Desk widget was set up to appear ‘collapsed’ in the first instance, or if the guest had subsequently collapsed it, we would still display a slightly condensed version those types of unread messages.

Unfortunately we found this was actually annoying some guests, in particular those on mobile devices, where screen real estate comes at a bigger premium.

We’re pleased to say we’ve released a quick Front Desk update, so that when a guest clicks to dismiss a welcome or Price Check message, the widget will stay collapsed on subsequent visits and searches. When a new welcome or Price Check message arrives for that guest, they will only see a small, red ‘unread message’ badge in the corner of their screen. This means they’ll know that there’s more information waiting for them, and be able to tap to expand and read it at their leisure - but it won’t interfere with their ability to search the website and make their direct booking, if they wish to ignore it for a while.

About The Author

Holly is Brand & Product Marketing Manager at Triptease.