Automate the communication client of your concierge short-term

In the Face of these challenges, the automation of the communication appears as a key solution. It allows you to save time, increase responsiveness, and the professionalisation of the customer experience, while reducing the load on the staff of repetitive tasks

The challenges of managing manual

Manually manage all the exchanges with travelers is a real obstacle course. The concierge must remember the hundreds of details (access codes, schedule of household preferences of guests…), respond to each question and anticipate problems, often in emergency. This accumulation of tasks and details to memorize generates a mental overload important

It leads to fatigue, oversights, and errors (services are poorly coordinated, wrong information), which undermines the efficiency and quality of service. In short, the more we multiply the channels (emails, SMS, applications, email, phone call, etc.), the more the scatters and more to do with management becomes chaotic.

24/7 availability

Travelers can contact the concierge desk at any time, even outside of working hours traditional, arrived late in the night, urgent issue during the stay, last minute change… however, it is virtually impossible for a team to be constantly available without flaw. The stress of having to respond instantly and can therefore accumulate. This need to ‘be there’ night at the rest of the management team, and can lead to response times are very long when there is no assistance.

Travelers ‘ expectations

Today, travelers are hyper-connected and in a hurry, they anticipate of fluid exchange and fast with their concierge. A delayed response or sloppy can cause dissatisfaction or a bad opinion. As set out in the Airbnb, respond within 24 hours to messages for reservations or information ‘ builds confidence, and helps to get more bookings

Customers also expect the clarity and customization : an automatic message without your human or regardless of their native language can seem impersonal. However, management manual, it is very difficult to continuously maintain the quality and consistency of your brand on all exchanges.

In a concierge overloaded, the same questions come up again and again (code Wi-Fi access, instructions from home, working hours, etc.), forcing them to write it manually again and again the same answers. This repetition has the mental overload. A manager warned advises precisely that of ‘preparing automatic messages or centralize the information practices’ to do more ‘ let your memory manage dozens of tasks ‘

The advantages of automation

The automation comes specifically address these challenges. Here are the main benefits for a concierge services :

Time-saving solid : The automation tools support the canned responses and common. For example, the AI can automatically manage the availability requests, send instructions to check-in/check-out, or respond to recurring questions (wifi, equipment, transport, local recommendations, etc). According to a study of the sector, ‘ the greater part of the time linked to the management of short-term rentals is dedicated to the communication with the guests ‘

By automating most of the trade, you can save 10 to 20 hours per week ‘, that is, several hours of human labor released

This time saved can be reinvested in tasks with higher added value (optimization of ads, local partnerships, development of the housing portfolio,…).

Reactivity 24/7 with automation, the travelers get instant answers, even at night or on the weekend. The AI remains continuously available, capable of handling up to 90 % of the messages in real-time

This ensures customers a service permanent and enhances their satisfaction. As emphasized by Airbnb, the fast response facilitates the trust of the community

Automate means that a guest receives almost immediately the requested information, which avoids the frustrations related to the queue and guarantees a host fluid.

The answers automated can be a quick and custom. Thanks to artificial intelligence, each message can be adapted to the context of the stay and the profile of the traveler. For example, a good system will detect the language of a correspondent and wrote his response in his native language

It can also learn the tone and identity of your concierge to maintain a consistency of communication

This makes the service more ‘human’ and professional. Automate does not prevent the customization, on the contrary, the AI can tap into the information that is unique to each booking (instructions housing, customer preferences, instructions, local, etc) to deliver precise and relevant.

The brand image is enhanced, and the travellers feel better supported.

Communication multi-channel unified

Automation is often accompanied by the centralization of the communication channels. All messages (Airbnb, Booking, Abritel, WhatsApp…) are grouped together in a single interface

You no longer need to juggle between multiple apps, the central tool supports each exchange. This simplification improves the organization and avoid oversights. You gain clarity and control, which indirectly reduced mental workload.

Finally, the automation allows you to grow your business without adding staff. As noted by an expert of the area, add the new housing does not increase the number of messages to manage the automated solution can absorb the additional workload

Thus, you can expand your portfolio without additional stress and without sacrificing the quality of the service.

Zenivia a solution dedicated to conciergeries

Among the solutions on the market, Zenivia is a platform specialized in the automation of the e-mail to conciergeries of short-term rentals. Designed in France, it combines all the above features in a simple interface to take in hand.

Zenivia promises to treat up to 90 % of the messages passengers without human intervention, continuously.

The AI responds instantly, even outside of office hours, and is based on the data of your property (such as housing characteristics, instructions and check-in/check-out, practical guides, local recommendations…) to formulate answers accurate.

All of your channels from email are collected in a single dashboard ? Airbnb, Booking.com, Abritel, Messenger, WhatsApp… no matter the platform, Zenivia retrieves the exchanges and answers without you having to change interface. This avoids errors and omissions due to the dispersion of the messages.

The tool automatically detects the language of origin of the traveller and responds in their own language. More than 20 languages are supported, providing a flowing conversation regardless of the profile of your guests. The concierge appears as well in a welcoming and international, without you having to control all of these languages.

Zenivia learns gradually to the identity of your concierge in order to restore the natural responses and consistent.

 The automation does not issue a generic message, but a custom-made content, as if you had written it yourself.

Despite the automation, you remain in control of the game. Zenivia offers several modes of use ? either the AI sends directly the automatic replies, or it generates drafts of answer that you can review and validate. You can enable or disable the automatic sending of a single click ;

In addition, the system will alert you only if the message is complex or exceptional, allowing you to intervene where it is really necessary. This combined approach ensures service reliability while reducing the load on the team of the simple applications.

Customer data is protected with encryption and Zenivia conforms to the standards RGPD.

You can automate most of the communication in peace, without risk to the privacy of travelers.

In summary, Zenivia presents itself as ‘ the new way to automate the e-mail of your short-term rentals ‘

It combines AI ‘ made in France ‘, centralization multichannel and answers 24h/24, 7j/7, to cover up to 90 % of the exchanges without effort

Several conciergeries already use it and report an average gain of 2 hours per day thanks to this automation

To conclude the automation is essential today for the conciergeries specialized, short-term rental. It meets the challenges of the management manual (mental overload, the need for continuous availability, high expectations of travellers), freeing up valuable time and improving the quality of service. Automate means to react more quickly, offer a service that is more consistent and professional, while relieving your teams. Dedicated solutions such as Zenivia demonstrate that it is possible to automate up to the quasi-totality of the client communication (practical issues, recommendation, local, instructions of stay, etc) without altering the human experience. You retain control and can still intervene when necessary to devote only to case-sensitive. By automating your customer communication will help you to increase the satisfaction of your travelers and deploy your concierge on new projects calmly