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23 April 2019 / by Gareth Hill

 

Improving Customer Experience With Your Room Booking System

Customer experience remains one of the most important arenas for most companies to ‘do battle’ with the competition. Delivering user experiences and subsequent services that meet and, if possible, exceed expectations is the route towards high spending and loyal customers and the gold pot of profit at the end of the rainbow.

Meeting rooms and venue hire is a particularly competitive landscape, with organisations of all types, sizes and sectors cottoning on to the idea of utilising the space they have at their premises as a means of revenue generation. And, while it pays to have quality rooms and facilities that will appeal to the market, it is your booking process that can hold the key to whether you’re able to maximise the potential and keep your customers returning to you time after time.

customer experience and room booking system

How your room booking system can help deliver amazing customer experience

Your booking system is one of the most important touch points between your customer and your business when it comes to room hire.

And, as such represents a key tool in the delivery of amazing customer service.

Satisfying Customer Requirement

Customers want to simplicity from their technology and the way in which they can attain the things they need.

To be able to get want they want, when they want it, with as little fuss and hassle as possible.

Booking a meeting room or similar facility is no exception.

If you provide a means for your customer to search, select and book the room that they need, any time of day, or on any device, without them having to wait for a reply from an email enquiry, then you are making life a little easier; an added-value experience that can go a long way.

A Self-Service Offering Can Boost Your CX

While the instinct in many business cultures may still be fixated on the idea that automation removes the personal touch, in reality it is counter to what many of your potential customers want.

Yes, we all want to feel valued by companies, and we all still feel more comfortable if we know that there’s a person on hand to deal with any issues we might have.

However, more and more do also want the flexibility to be able to ‘do it ourselves’ when it comes to the day-to-day transactional stuff.

Indeed, a study by McKinsey showed that, where self-service facilities such as online bookings were effectively introduced (i.e with a well-developed and intuitive system) customer satisfaction increased by 33%.  

More Time for Better Service

In fact, the introduction of an online booking system can actually improve the personal, human-to-human element of the business, further enhancing the service and customer experience you provide.

How?

By taking care of the bulk of the transactions, simply and efficiently, including all those tasks previously managed manually (confirmation and reminder emails, for example), staff are able to put more focus on dealing with this customer enquiries and issues that are a little bit ‘out of the ordinary’.

For instance, if you have a collection of meeting and conference rooms where your repeat customers can simply re-book the rooms they require, as they know the type of venue they will be getting, then there is more time to deal with those new clients who want to view the room before making a decision.

Getting to Know the Customer

Use your booking system to gather insight into your customers and glean that all-important information that enables you to continually deliver better and more personalised experiences.

With booking software such as thinkBooker, you have a powerful tool to gather crucial data on your clients such as their personal preferences and their buying habits.

For instance, is there a promotion or offer that might suit that sales manager who always books a meeting room on the first Monday of every month?  

email automation

Keep the Customer Informed

Your booking system can, and indeed should, offer a powerful means of ensuring your customers are informed and engaged with your company, your facilities and their bookings.

If you are sending confirmations, invoices, and reminders out to all customers, then it can be a laborious and time-consuming task. Not to mention that the odd email might be forgotten to go out, such is the volume you might have to deal with.

With a booking system that provides automated communication tools, you have the peace of mind that the customer has been sent the required information about their bookings, including reminding them of upcoming room bookings, or thanking them for using your facilities afterwards.

It adds a sense of value to the customer, who remains engaged with your company throughout the process, and makes a significant difference to your own operational efficiency at the same time.

Does your current room booking system help deliver the customer experience you require? Why not give us a call to find out how thinkBooker can help you engage your customers to increase revenue, save time and drive client loyalty.  

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