Hotel customers-are enjoying a new-way of reaching out to the Hyatt hotel chain through social media. Through a marketing partner called Conversocial, the hotel operator-is testing-Facebook Messenger as a social channel for customer service. This tool-opens up new channels of support-engagement. It puts the Hyatt corporation-squarely in the center-of where many conversations are happening, while offering immediate assistance to a-new audience. Using the app, users will be able to easily reach Hyatt. They can also make reservations and engage-in live conversations with the company’s-chat support team. They-will be able to ask about-availability, reservation info, room features, and more-as easily as through a phone call or email. New-channels Hyatt has been active in customer support through Twitter. However, when the two platforms are compared, Facebook’s large user base will open access to a wider audience. Twitter’s audience-is limited in comparison. There are a number of users-that-either-don’t have an account or have abandoned the service. Related: -Facebook Messenger for Android reaches 1 billion downloads Hyatt sees-a personalized advantage through the features on the system, and responsive exchanges with the company are the end goal. Customers can actively view status updates, such as when messages have been read, when people are typing, and other notifications. Big audience, big potential In March, Facebook set the path for-Messenger support for businesses. Hyatt became one of seven brands actively testing the Businesses on Messenger tool. Facebook-says that it has-more than 700 million active monthly users on Messenger. This new channel for-customer service delivers-a fresh relevance to customers-in a way that they are familiar with. Access, fast-service, and fast-response are elements-that will-refine customer-engagement-for more companies to explore-in the future.



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