24/7 customer responses in 10 minutes or less
In an industry where 24-hour response times are the norm, HotelTonight, a mobile app for last-minute hotel reservations, is unique, with average response times of 10 minutes or less. Not only that, the company has gone international, serving over 300 destinations across 16 countries and five languages. With its business model hinging on serving customers in real time, it’s no wonder that HotelTonight’s customers expect ultra-responsive, mobile-friendly customer support.
Making the customer experience relevant
Desk.com helps HotelTonight stay organized so it can deliver fast, awesome customer support. “The only way we can reach our goal of responding to customers within 10 minutes any time of the day or night is by using Desk.com,” said Jared Simon, HotelTonight COO and Co-Founder.
Desk.com’s multilingual support feature helps HotelTonight keep customer communications consistent, no matter the country or language. Tying all of the company’s systems together, Desk.com integrates Salesforce, Data.com, HipChat and Corporate Looker Analytics. And, Desk.com provides a way for HotelTonight to transmit customer information directly to any of its 10,000 hotel partners' systems and track the exchange.
300% growth in bookings
Referrals are critical for HotelTonight, making customer service a revenue generator through return customers and positive word-of-mouth. Thanks in large part to exceptional customer service, HotelTonight saw 300% growth in bookings over two years. To continue growing into the future, HotelTonight relies on Desk.com reporting features to track data, pinpoint issues, and identify trends to proactively improve customer service and product development.
