Project Name
Timely Guest Engagement with Salesforce SMS App on Instagram
CLIENT OVERVIEW
Our client is a luxury hotel chain headquartered in Spain, with properties spanning major European cities. In the dynamic hospitality sector, where guest expectations for instant communication are sky-high, the client relied heavily on Instagram for direct guest interactions; handling inquiries, reservations, and post-stay feedback. However, fragmented tools led to missed messages, delayed responses, and overburdened staff, resulting in frustrated guests and lost loyalty. To reclaim control, the client integrated SMS Ninja’s Salesforce Instagram capabilities, leveraging its new suite of features to centralize and automate multichannel conversations.
CHALLENGES
- Unable to respond timely to Instagram inquiries: Guests often went unanswered within the critical 24-hour window, leading to abandoned bookings and negative reviews.
- Manual assignment and workflow inefficiencies: Team leads spent hours distributing chats manually, while disjointed processes caused delays in follow-ups and personalization.
- Missed opportunities for engagement: Without real-time visibility or automation, proactive nurturing of leads like upselling room upgrades, fell through the cracks, impacting revenue.
OUR SOLUTION
The hotel chain deployed SMS Ninja's enhanced Salesforce Instagram integration to transform reactive guest communication into a proactive, efficient system. By incorporating the latest features, we addressed their pain points head-on, enabling seamless Instagram DM management alongside other channels. Key Use Cases Implemented:
- Active Chat Management: A dedicated dashboard displayed all active Instagram conversations within the 24-hour response window, allowing the team to prioritize and jump into unscripted, timely dialogues; solving the core issue of delayed replies and ensuring no guest query was overlooked.
- Enhanced Workflow Automation: Customizable automations triggered Instagram follow-ups based on Salesforce events, such as sending personalized post-check-in surveys or reservation confirmations, integrating directly into existing flows for a hands-off experience.
- Inbuilt Round Robin Assignment: Incoming Instagram leads and chats were automatically distributed across the concierge team on a rotating basis, with options for default assignments during peak hours, eliminating manual bottlenecks.
Qualitative Results
Before: Average Instagram response time of 12 hours
After: Average response time of 45 minutes
Before: 2 hours daily on manual assignments and navigation
After: Under 15 minutes with automation and round-robin
Before: 15% conversion rate on Instagram leads
After: 28% conversion rate on Instagram leads
Revolutionize Guest Interactions with Salesforce SMS App for Hospitality!
