Launches TrustYou messaging to incorporate real-time guest feedback and thereby completes the guest feedback cycle within one platform.
MUNICH – TrustYou, the world’s largest guest feedback platform, announced the launch of TrustYou Messaging. This real-time guest messaging service is based on the technology provided by Checkmate, a company acquired by TrustYou earlier in 2016. The integration into the guest feedback platform enables hotels to operationalize and benefit from guest feedback at every point in the traveler's journey: while searching and booking before the stay, during the on-site experience, and after the stay while collecting post-stay feedback.
TrustYou Meta-Reviews and TrustScore – verified summarized review content and scores – are displayed on travel and search sites like Google Search and Maps as well as on KAYAK, Hotels.com, Skyscanner, and 100+ more. This widely spread reputation standard of a hotel has great impact on the booking behavior of millions of travelers, as Meta-Reviews allow guests to evaluate a hotel’s key attributes quickly and at one glance. The new product, TrustYou Messaging, enables hotels to engage with guests prior to check-in and during their stay via e-mail, SMS, Facebook Messenger, and other social channels. Instant feedback is gathered, enabling arising issues to be clarified on-site, which helps to prevent negative reviews. With TrustYou Stars, a sophisticated guest satisfaction survey solution, hotels can easily collect post-stay feedback and simultaneously push it to TrustYou’s platform and to Google to positively influence the overall online reputation. TrustYou Analytics completes the platform, as the powerful analytics tool enables hotels to track, analyze and monitor all feedback from all online channels and sources and act upon it. All is connected and seamlessly works together in one SaaS platform and is accessible to users via one single login.
"With the addition of Messaging, TrustYou introduces a very powerful platform that makes all guest feedback from all channels immediately actionable. When it comes to feedback, TrustYou now handles the entire traveler journey. Whether it be the guest review data that helps travelers to book the right hotel, the on-site feedback allowing the traveler to engage with hotels, or the post-stay feedback collection, which feeds the online guest review data and again influences the booking behavior," said Benjamin Jost, CEO of TrustYou. "For the first time hotels can positively influence traveler bookings on scale and dramatically improve guest experiences, leading to higher satisfaction ratings and increasing both new and return bookings.”
Modus Hotels, a Washington DC based Lifestyle Hotel Company, uses the platform to enhance the guest experience at all stages of the traveler’s journey. "Guest feedback is paramount to the success of our hotel business", says Josh Runes, Digital Marketing Manager at Modus Hotels. "We were looking to find out how the incorporation of our guest messaging service increased guest satisfaction overall, and TrustYou was the ideal platform to help us do so."
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She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.
