How Your Apartment offers seamless support within 4 minutes on 13 channels

As one of the top serviced apartment providers in the UK, Your Apartment caters to a wide variety of guests, from business travellers to high-end vacationers.

Challenge: low engagement

Your Apartments wants to ensure that the great experience starts even before the customer checks in. To do this, they need to collect guests’ information through pre-check-in forms to understand their preferences and ensure a warm welcome. In the hospitality industry, it's all about delivering a consistently excellent experience before, during, and after the stay.

They have been struggling with slow or no responses from guests, all while racing against the clock to prepare the room. Their goal is to gather guests' preferences in advance so they can have everything ready before arrival.

To make this happen, they’re looking for a platform that allows them to reach out to customers quickly across multiple channels, all while keeping things centralised for the team.

That’s when they came across Trengo.

Solutions: multichannel

Faster responses to guest inquiries

Guests have different preferences for contacting the team through a website widget, online form, Facebook, or WhatsApp.

They have connected all these channels to a multichannel inbox, allowing them to manage and respond to queries from one centralised platform.

Additionally, they integrated WhatsApp to prompt guests with pre-check-in forms. This has been crucial in recent years, as many guests prefer to receive these forms on the go via WhatsApp rather than through email. Guests have mentioned that they primarily use email for work, so forms like this can easily be missed.

Smooth communication for guests

The team set up a help centre in Trengo, and it’s been a game-changer. Their guests can easily access articles about house rules, pre-check-in and check-out procedures, and other topics.

If guests encounter room issues or have trouble finding the location, they can simply send pictures or video messages during their stay. The team can then quickly reply, no matter how the message arrives.

Getting support from Your Apartment is now seamless and accessible across different channels, crucial for high-end and corporate guests.

Result: high response rates

The team noticed that the response rate was low when pre-check-in forms were sent via email, and guests were slower to reply. However, they received responses much faster by sending the forms through WhatsApp. Often within just a few minutes, compared to not receiving a response at all. This quick turnaround allows the team to prepare the room according to the guest's preferences, which is key to ensuring a great experience during their stay.

On top of that, their resolution time is as quick as 4 minutes. These efforts have contributed to their success in achieving an 8.4 rating on Booking.com.