5 Ways to Personalize Digital Messaging

Guests want to know that they're talking to a person. So what can you do to avoid sounding robotic?

January 24, 2019
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

Digital Messaging is a great way to stay connected to all of your consumers without the need for individual face time with every consumer. While messaging technology is a great solution to communication challenges in the service industry, it can be difficult to maintain a personal touch. Though it is difficult, when a consumer feels a message is personalized, or tailored to them, they are more likely to engage. We have compiled a list of 5 ways to make your digital messages more personal to ensure that you and your staff do not lose the important aspect of human to human interaction.

1. Do your research.

Try to look back at past conversations with consumers or guests. Do they typically ask for store recommendations? Ask them how the previous recommendation worked out for them. Or if they often need additional towels during their stay, be sure to send a message letting them know you can send some up to their room if they need it. Having the ability to look into past interactions with guests and consumers and catering your language to them individually will drastically help the personalization of your messages.

2. Be conscious about the timing of your messages.

If a group is in town staying at your hotel for a Friday night wedding, it may be best to avoid sending the bride a text Friday night. Try to be timely - if a mall-goer sends in a message for directions to a nearby store, it will not be applicable to send them a text 6 hours later with another store recommendation. Sending texts before the sun rises may not be the best idea, and make sure you’re not waking anyone at night with your messages. Taking the extra step to look at the timing of your messages will ensure your messages are personalized and look like they are coming from a human - because they are.

3. Call them by their name.

It doesn’t get more personal than using their name in your message. “Good Afternoon Sir/Madam. How can I help you?” does not sound nearly as personal as “Hi Chris, I hope you are having a great afternoon. Is there anything I can do to enhance your experience?” By inserting their name into the message, you have added a human touch to a digital message, and they are more likely to interact and engage with the message. If you don't know what the customer's name is, it's always nice to ask, "Who do I have the pleasure of serving today?" in the first exchanged message.

4. While you’re at it, throw your name in there, too.

For an added touch of personality, insert who the message is coming from. For the guest, “Let me know if you need anything!” versus “Let me know if you need anything! -Rachel” puts a name to who are interacting with. They know that it is a real person on the other end, and it gives a sense of familiarity. This little touch of adding in your signature can really go a long way!

5. Keep it “business casual.”

You want to sound human without sounding like their pal from school. At the end of the day, these messages are coming from a service professional, and they should sound like it! Avoid using slang terms or text abbreviations that might not be applicable to all of your guests or customers. However, you don’t want to sound like a robot either. It’s a balancing act, but by making it personal, you are adding value to your messages.

Maintaining connection with every consumer or guest can be a difficult task. Digital messaging technology has proven to be a solution to many communication challenges when it's leveraged properly. The biggest hurdle to jump is keeping it personal. With these 5 tips in your toolbelt, you will be crafting personalized messages to your guests and consumers in no time.

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Curious to learn more about Kipsu and digital messaging? Connect with a member of our team to get all of your questions answered.