Getting to know guests and anticipating their needs is a key skill for any hotelier. And now, with increasingly smart apps and software platforms, that process is becoming easier. One such program is Go Moment’s Ivy, an intelligent texting platform that currently serves millions guests, and is on track to serve more than 10 million by the end of the year. Ivy is equipped to handle guest requests and complaints through automated response and streamlined communication to the appropriate hotel staff. Raj Singh, CEO of Go Moment, spoke to LODGING about all of Ivy’s features.
What is Ivy’s best feature? Its ability to act as a GPS to all of your unhappy guests on property right now. In our experience, only 8 percent of guests are unhappy. Ivy gets you to those guests automatically.
Can Ivy’s data collection capabilities help hotel owners spot trends in potential guest problems? Absolutely. Currently, guests and staff are just talking on the phone or are talking in person and there is no way to aggregate that data. But all of the data that goes through Ivy can point out trends, like that the Wi-Fi is always spotty on the third floor, or 15 people book massages each week. You are able to see those trends on the Ivy dashboard and then customize an automated response.
How do you see Ivy adapting in the future? One of the biggest places where Ivy can be helpful is its ability to service guests in multiple languages. We currently can work in English, Spanish, Chinese, and Japanese. We are developing Ivy in a way that we can destroy the language barrier, which has been a pretty long held assumption in the travel industry. We would like Ivy to be able to serve that guest in their native language.
