EasyWay tracks the ups and downs of guest emotions to improve experience - Insights
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EasyWay tracks the ups and downs of guest emotions to improve experience

EasyWay – the premier end-to-end contactless guest journey platform for hotels – has taken hotel personalisation to a new level with the launch of a rich Guest Sentiment feature.

EasyWay Guest Sentiment uses machine learning to detect and track guests’ feelings and emotions by analysing words, phrases and emojis used within messages throughout the guest journey. The multilingual tool works across a variety of direct messaging channels including SMS, WhatsApp, Facebook Messenger and many more.

Every message is assessed, providing hotel staff with a real-time snapshot of each guest’s mood. Supplying greater automation for hotels, EasyWay can identify the most appropriate response to match customer sentiment within the guest journey and respond in real-time.

The system tracks guest sentiment throughout the guest journey, identifying when to change tact to avoid overwhelming or harassing guests with too many messages. The guest journey platform can also identify potential brand ambassadors, connecting directly to social media pages or TripAdvisor to encourage guests to share their positive experiences.

The EasyWay platform also alerts staff to potentially delicate guests and serious complaints so they can be promptly addressed by the most appropriate staff member. It can also detect opportunities to promote additional services and ancillary products to drive more revenue for the property.

“We have focused our development on enabling hotels to innovatively respond to guest sentiment automatically to prevent issues from snowballing before negative guest experiences affect the reputation of the hotel,” said Roy Friedman, CEO and co-founder of EasyWay.

“Guest satisfaction can be monitored in real-time to continually improve the guest journey and support staff with appropriate responses. Through the data insights, hotels gain a greater understanding of what guests think about the services, amenities and facilities. This helps hotels  adjust offers and messages to meet and exceed guest expectations, improving hotel reputation and capitalising on brand ambassadors.”

Hotels benefit from a team of EasyWay CX experts to help them establish their guest journey and define core engagement touchpoints. This process helps optimise guest satisfaction and identifies revenue opportunities.

EasyWay enables hotels to interact directly with guests through automated digital contactless communication. The platform utilises text messaging channels – SMS, WhatsApp, Facebook Messenger, WeChat and many more – to improve hotel operations, enhance guest satisfaction and drive additional revenue by providing personalised services and special offers in a timely manner.

EasyWay Guest Sentiment is open to subscribers who want to be among the first hoteliers worldwide to take advantage of the innovative technology. For further details visit https://try.easyway.ai/sentiment/

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