ConciergeBot Case Study - 2nd Address
ConciergeBot recently partnered with 2nd Address, a marketplace of premium furnished rentals for corporate and business travel, with 7500+ listings across the United States, to launch a pilot of “Bellbot” - a custom branded virtual concierge - to be offered to 2nd Address guests via SMS and WhatsApp, running on the ConciergeBot platform.
Working with the 2nd Address team, the ConciergeBot team crafted the Bellbot experience to start with a personalized “welcome” greeting sent a couple of days prior to check-in, a day-of check-in reminder, followed by periodic status checks after one week, two weeks and one month, concluding with a check-out reminder. In addition to these notifications, Bellbot is reachable 24/7 at any time to answer guest questions about their stay.
Key statistics:
- 66% of guests engaged with Bellbot one or more times throughout their stay
- 75% of guests contacted via WhatsApp replied at least once
- 18% of guests reported issues that were escalated to 2nd Address Customer Care for further assistance
The most commonly asked questions from guests were regarding:
- Check-in instructions, obtaining keys
- Billing/security deposit inquiries
- Host contact info
- Trash/recycling instructions
- Issues with home appliances (Wi-fi, A/C, etc.)
- Requests for trip extensions
- Requests to receive mail at the home
- Requests for home cleanings
Key takeaways:
- Guests of short-term home rental stays are ready for A.I. virtual assistant technology.
- Engagement rates with conversational assistants (“chatbots”) are high when using popular messaging platforms, particularly with international travelers.
- Virtual concierge technology can provide crucial real-time support to guests and hosts during time-sensitive moments leading up to check-in.
The ConciergeBot SaaS product is now available for vacation, corporate or business travel lodging platforms worldwide.
Download the case study.
James Silva
January 15, 2020