Texting Your Toast: How Guest Messaging is Evolving

Texting Your Toast: How Consumer Messaging with Brands is Evolving

Remember the days of wading through phone menus or scrolling through a deluge of emails and messages from AirBnB or Booking.com just to reach a customer service rep or Host? Those days are fading faster than a retweet. Today's travelers crave convenience and connection, and that extends to how they interact with the brands they love - in our case Short Term Rentals and Hotels

Gone are the days of one-size-fits-all communication. We're witnessing a messaging revolution, and brands that don't adapt risk getting left behind. Here's what you need to know:

The Rise of Conversational Commerce

Consumers are ditching the formality of email and embracing the ease of messaging apps. Think about it: how often do you text a friend versus emailing them? A whopping 90% of consumers now prefer to interact with brands via text message, according to a Podium report [1]. This preference for conversational commerce makes perfect sense. It's fast, familiar, and fits seamlessly into our already messaging-heavy lifestyles.

The Criticality of Transactional Notifications

No, we don't mean notifications that drive transactions, though we certainly recommend building out a strategy like that as well ;)

Transactional notifications are the pings you receive on your phone through your FlyDelta app or WhatsApp or SMS informing you of checkin instructions, where to download boarding passes, and other tidbits of information you might want to know before your flight. Transactional notifications include things like sending door codes, arrival instructions, and transport details that could help your guests have a great experience from start to finish. Nobody reads email. Barely anybody opens an app. However, 97% of people open their WhatsApp or SMS messages when received.

Why Live Chat and Direct Messaging Rule

The key to successful brand-consumer messaging lies in meeting customers on their turf. Live chat and direct messaging apps like Facebook Messenger and WhatsApp are where consumers are already hanging out. By offering support directly within these platforms, property managers can provide a frictionless experience from pre-booking to checkout that fosters trust and loyalty.

Here's what makes live chat and direct messaging so powerful:

• Convenience is King: Guests can get the help they need in the moment, without the hassle of phone calls or emails.
• Personalized Touch: Messaging allows for a more personal and interactive conversation compared to traditional channels.
• Faster Resolution: Issues can be addressed quickly and efficiently, leading to happier guests.
• Building Relationships: Conversational commerce fosters a more human connection between property managers and their guests, dramatically increasing retention rates.

The Takeaway: Embrace the Two-Way Street

The days of static brand communication are over. Consumers are looking for a two-way conversation. By offering live chat and direct messaging options, brands can create a more engaging and convenient customer experience. This, in turn, translates to happier customers, increased brand loyalty, and ultimately, a boost to your bottom line.

So, ditch the outdated methods and embrace the messaging revolution. Your customers are already texting their friends about your brand – why not join the conversation?