Industry Playbook: Travel & Hospitality
Optimizing Your Travel and Hospitality Business with CRM
This playbook outlines a proven strategy for travel and hospitality businesses to attract new guests, secure bookings, and build lasting loyalty using your CRM's integrated tools. The focus is on creating a seamless, automated customer journey from the first point of contact to becoming a repeat customer.
Step 1: Capture More Inquiries
Make it easy for potential guests to reach you through their preferred channels.
- Website Webchat: Install the SMS Webchat Widget on your business website to capture leads directly from visitors.
- Google Business Profile Integration: Connect your Google Business Profile to activate messaging, allowing potential customers to contact you directly from your Google listing.
- Missed-Call Text-Back: Activate the automated text-back feature. When a call to your business goes unanswered, the caller will immediately receive a text message asking how you can assist them.
Step 2: Nurture Leads into Bookings
Engage with inquiries efficiently to convert them into confirmed sales.
- Text Snippets: Pre-configure helpful text snippets for common phrases, questions, and links your business frequently uses, speeding up communication.
- Conversation AI: Activate the AI assistant to provide an always-on, conversationally intelligent resource that can help answer questions and guide leads toward making a booking.
Step 3: Streamline the Booking and Payment Process
Remove friction to finalize sales quickly and securely.
- Payment Integration: Configure payment options such as Payment Forms, Paid Appointment Calendars, Text-to-Pay, and Tap-to-Pay to accept deposits or full payments with ease.
Step 4: Generate Positive Reviews
Leverage happy customers to build social proof and attract new business.
- Review Request Templates: Set up pre-written Email and SMS templates to send review requests to customers with a single tap after their stay or experience.
Step 5: Encourage Repeat Business
Keep your business top-of-mind to turn one-time guests into loyal advocates.
- Newsletter Templates: Configure an email newsletter template to easily share company news, special updates, and promotional offers with your contact list, encouraging repeat bookings.