All you want to know about Hotel Support Desk Software

Hotel support desk software helps to solve the grievances the customers may have. The customers usually contact the Hotel support desk when they have a query or when they have a problem they want the hotel to solve for them. Once the question is addressed by the employee, the customer should feel satisfied.

Usually, the Hotel support desk is just a physical space, and that space is manned by a person from the customer support team. However, it involves more than that. There is Hotel support desk software. These automate most of the tasks. It has Ticket management, reporting, and optimization as well as an automation suite.

In this, the software allows the executive to receive the call from the customer and log the call. Incase it is an email sent from a customer, and then all these emails are placed in a single location. The customer support executives then respond back to the customer. The software also enables executives to listen to what customers have had to say on social media and to respond to them.

In the automation suite, the help desk co-ordinator ensures that the question which the customer has is responded by the employees who are capable of answering the question appropriately. Incase the executive has not responded to a ticket which has been opened or when the ticket is not resolved quickly then the co-ordinator is notified of it.

The reporting as well as optimization is the most important part of the software, and this takes out information which is pertinent regarding critical aspects of the support desk. The managers, as well as the leaders, use these reports to understand the load which the team faces, the turnaround time for a customer’s query to be resolved, the rate of resolution of each of the executives and more. This tells the leader and manager how things are going, and this helps them to make amends so that the service improves.
Hotel Support desk software has various advantages:

a) It handles the issues regarding pre, during and post sale. This is online as well as offline.
b) The web based hotel support desk software allows the business to flourish as existing as well as potential customers can contact and communicate with the hotel and smoothen problems faced
c) This can help in deploying the employees more effectively
d) It ensures there is 24/7 customer support offered, and there are self-help features which can be availed of by the customers too. This helps to streamline the management of time for the employees who only then have to deal with genuine problems which the software is not able to handle
e) Using this software problem are detected in the system, and they can be corrected and managed, and so the entire business process gets streamlined.
f) The efficiency of the management increases and business growth increases as well.
Customer satisfaction changes to customer delight, and that brings in repeat business and increased revenues.