Starwood

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“The travel experience has become inherently mobile, and we know our members expect to use their mobile devices to enrich their experiences. At Starwood, we are adapting to this ongoing evolution of customer behavior by continuing to integrate mobile technology into all aspects of the guest experience, both in booking and planning, as well as on property.” – Julie Atkinson,┬áSenior Vice President of Global Digital at Starwood Hotels and Resorts Worldwide

A top global hotel chain wanted to implement real time customer support over mobile devices over chat to improve quality of services. Over the past five years QWASI has worked with the brand to activate millions of messages in over 20+ countries, 30+ languages, and on every continent excluding Antarctica.

Challenge

  • Increase customer engagement and drive loyalty
  • Improve service leveraging mobile
  • Deliver personalized experience

Digital Transformation

  • Customers received reservation alerts & updates
  • 2-way chat between guests and concierge desk
  • Internal employees communication

Business Outcomes

  • Be able to communicate 1M+ global customers
  • Grew 2-way engagement by 230% with customers
  • 3x more productivity
  • 25% increase in customer satisfaction
  • Average 35% more guests serviced over mobile in 2015
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