ConciergeBot Case Study - 2nd Address
ConciergeBot recently partnered with 2nd Address, a marketplace of premium furnished rentals for corporate and business travel, with 7500+ listings across the United States, to launch a pilot of “Bellbot” - a custom branded virtual concierge - to be offered to 2nd Address guests via SMS and WhatsApp, running on the ConciergeBot platform
Working with the 2nd Address team, the ConciergeBot team crafted the Bellbot experience to start with a personalized “welcome” greeting sent a couple of days prior to check-in, a day-of check-in reminder, followed by periodic status checks after one week, two weeks and one month, concluding with a check-out reminder. In addition to these notifications, Bellbot is reachable 24/7 at any time to answer guest questions about their stay.
Key statistics:
66% of guests engaged with Bellbot one or more times throughout their stay
75% of guests contacted via WhatsApp replied at least once
18% of guests reported issues that were escalated to 2nd Address Customer Care for further assistance
The most commonly asked questions from guests were regarding:
Check-in instructions, obtaining keys
Billing/security deposit inquiries
Host contact info
Trash/recycling instructions
Issues with home appliances (Wi-fi, A/C, etc.)
Requests for trip extensions
Requests to receive mail at the home
Requests for home cleanings
Key takeaways:
Guests of short-term home rental stays are ready for A.I. virtual assistant technology.
Engagement rates with conversational assistants (“chatbots”) are high when using popular messaging platforms, particularly with international travelers.
Virtual concierge technology can provide crucial real-time support to guests and hosts during time- sensitive moments leading up to check-in.
The ConciergeBot SaaS product is now available for vacation, corporate or business travel lodging platforms worldwide.