What if your AI-powered chatbot could enrich your CRM with all the valuable information gathered from customer conversations?
This article shows how Quicktext, our AI-powered the best chatbot for hotels, collects customer opt-ins and enriches customer profiles in a CRM. We use the CRM HotelAppz as an example but this workflow can work with any CRM system.
The 3 key benefits of this approach are:
- Enriching hotel qualified contact database
- Improving customer knowledge and hotel ability to send targeted communications to customers
- Avoiding data Silos
Step 1: Customer starts a conversation with the chatbot Quicktext
When customer details and opt-in are entered in Quicktext, these data are sent to the CRM.
Quicktext chat login interface
The CRM then checks if this contact already exists. If it is a new contact, it creates a new customer profile with the information collected by Quicktext.
CRM customer profile created
Step 2: Adding customer details during the conversation with the chatbot.
Some dialogs such as 10-01 book a room or 13-54 Taxi reservation may ask the customer for a mobile phone number. This additional information is also added to the CRM.
Quicktext customer details interface
Customer phone number automatically added to CRM
Step 3: Tags
Tags are used to handle valuable contextual information. A basic tag example is the name of the hotel the customer is interested in. In this example, the name of the hotel is “Zoe 3” (name of our test hotel)
CRM interface tag hotel name appears on customer profile
During the conversation, the customer might ask specific questions about key selling points of the hotels such as “Spa”, “Families”, “Pets”, “Allergies”, “Activities”…. These elements are also sent to the CRM in the form of tags.
There is a list of basic tags by default and the hotel is able to create more according to specific needs and objectives
Tag list by default: New customer, Loyalty, Direct booking advantages, Group request, Travel agent, Day use, Breakfast, Allergy free breakfast, Parking
Boat dock, Tourist Pass, Rentals, Special request, Baby sitter, Concierge, Airport transfer, Taxi, Shuttle, Cleaning, Soundproofed room, Non-allergenic room, Bedding, pillow, mattress, Extra bed, Baby cot, Balcony, Children, Bar, Spa, Disabled, Restaurant, Xmas, NYE, MICE
Quicktext conversation tag menu deployed
Tags are visible on the customer profile on the CRM