Connecting guests to hotels through Messaging Apps

Información del proyecto

HiJiffy

Identificador del acuerdo de subvención: 782509

DOI

10.3030/782509

Proyecto cerrado

Fecha de la firma de la CE 6 Julio 2017

Fecha de inicio 1 Agosto 2017

Fecha de finalización 31 Enero 2018

Financiado con arreglo a

• INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies - Information and Communication Technologies (ICT)

Coste total

€ 71 429,00

Aportación de la UE

€ 50 000,00

Coordinado por

HORIZON BEHAVIOUR LDA
Portugal

Periodic Reporting for period 1 - HiJiffy (Connecting guests to hotels through Messaging Apps)

Período documentado: 2017-08-01 hasta 2018-01-31

Resumen del contexto y de los objetivos generales del proyecto

HiJiffy rised from the need of decreasing OTAs commissions for hotels while driving more revenue, reducing friction in customer communication and improving overall service for hotels.
We want to provide hotels with a tool where consumers are able to access the hotel’s Facebook Messenger and check rooms prices and availability. After this, they are able to complete the booking process within Facebook Messenger. Hotels are already investing in social media marketing for brand awareness, to promote our solution they just need to redirect a portion of the marketing spend within social media advertising to messenger where they will have our chatbot implemented. The major advantage is that they never lose the guest to other third parties websites, having an open channel of communication with them.

Trabajo realizado desde el comienzo del proyecto hasta el final del período abarcado por el informe y los principales resultados hasta la fecha

Our solution offer hotels a tool where consumers are able to access the hotel’s Facebook Messenger and check prices and availability. After this, consumers are able to complete the booking process within Facebook Messenger.
As a conversational tool, we wanted to validate that we know all the implications in terms of privacy data; the market is interested and prepared to start using such an innovative solution and that it’s possible to integrate our solution with current technology providers for hotels. With these goals in mind, we performed three main tasks:
1) We have worked with a law firm with renowned data protection specialists to understand data protection issues, taking a hands-on approach;
2) We made a survey to hotels to understand what channels are hotels using to drive bookings; how are hotels communicating with guests before, during and after their stay; and what are the biggest challenges hotels are facing in terms of technology;
3) We have made a survey to guests to understand how guests prefer to communicate to businesses, in particular with hotels; what are the main difficulties felt while booking a hotel room and what are the biggest pains felt while in a hotel.
We conclude that our idea is viable and that we will pursue the project. The action proved to be of vital importance to redefine our vision and show us the path we should take.

Avances que van más allá del estado de la técnica e impacto potencial esperado (incluida la repercusión socioeconómica y las implicaciones sociales más amplias del proyecto hasta la fecha)

After analyzing the surveys of guests and hotels, we have come to the conclusion that our messaging solution should be only focused for now on helping travelers make hotel reservations. This has shown us that our target customer are not only hotels, but also OTAs and Travel Agencies. We will positioning ourselves in the pre-booking phase of the guests journey, with a conversational tool that increases the reservations of our clients. Since customer care is a big concern for hotels, a customer service platform should be one of the pillars of our solution - something that had not been contemplated until now.

Consumer using HiJiffy to chat with the hotel and book their stay.