How Summer Hotels group increased its client interaction thanks to WhatsApp

Perrine Benoit du groupe Summer Hotels

Perrine Benoit

Summer Hotels​ Group

Integrating WhatsApp into our customer journey has been an accelerator: more reactivity, more opportunities and a real consistency for the hotel group.

Hotel Khla Summer Hotels

Context

Located in the heart of Nice-France, the Khla Nice Hotel*** welcomes urban, connected guests looking for simplicity. In an environment where responsiveness and personalisation have become essential, the team wanted to streamline its exchanges with travellers throughout their stay, without adding workload. The hotel adopted the WhatsApp tool, integrated with Experience CRM, to modernise its communication and create natural relational and commercial opportunities.

Challenges & solutions

  • Achieve higher answer rates than traditional channels
    Promoting an integrated means of communication for all
  • Improving customer satisfaction and experience
    Introducing more responsive and direct communication, positively perceived by customers
  • Simplify exchanges with a channel widely used by the public
    Answer via the internal messaging hub
  • Save operational time
    Set up automated key messages
  • Harmonise customer relations practices across all Summer Hotels
    Deployment across the hotel group, with personalised campaigns
Hotel room reaveal
Room from Hotel Khla from Summer Hotels Group

Results

A well-integrated tool, better-perceived messages, an enhanced customer experience. The hotel quickly noticed the difference. Discover the tangible results obtained from the campaigns.

  • 1 in 2 guests having received the campaign, begins the conversation with the hotel
  • 74% average open rate for WhatsApp messages
  • 91% of messages opened generated customer engagement
  • 85% of deliverability