With Kipsu, Hilton properties around the globe leverage messaging to catch actionable feedback from guests to boost SALT scores.
Connecting via messaging is low-stakes and convenient, so guests are more comfortable speaking up about the ways their experience could be made better. This gives service teams actionable feedback while guests are still on property. By unearthing previously unshared critiques, teams using Kipsu can turn around guest opinions before reviews land on SALT, TripAdvisor, or Google.
Kipsu can help you acknowledge their status by tier, educate them on qualified perks, and answer any questions they may have quickly. When guests know you have their back, they’ll want to come back.
I've partnered with Kipsu at three Hilton managed properties and the results have been phenomenal. Guests experience a higher level of personalized service and convenience while team members enjoy streamlined communication and efficiency."
Since partnering with Kipsu in 2017, our service scores and overall guest experience scores have skyrocketed! Our guests really enjoy having the option to text for amenities and requests. Kipsu tailored our system to fit our property. Thanks Kipsu team!"
Our guests love the many ways they can reach out to us and Kipsu has allowed us to better take care of them. We get a number of texts through the Hilton Honors App and it gives us an edge on anticipating their needs and exceeding their expectations."
With Kipsu's OnQ connector, your team can automatically send guest reservation details and contact information to Kipsu, making the check-in and messaging process seamless.
Kipsu is the only messaging provider that integrates with the Hilton Honors app. Guests can message your team shortly before, during, and shortly after their stay. Guest details auto-populate in Kipsu, so you can immediately identify loyalty members who message your team.
Kipsu's ability to connect with guests extends beyond regular SMS. No matter the device or messaging service, Kipsu puts your service team in the palm of guests' hands.
Google's Business Messaging gives Hilton guests an effortless way to connect with your team through their mobile devices. Business Messaging goes beyond traditional SMS, giving you native access to more than 2.5 billion Android devices.
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When guests search for your property in Maps, Safari, or Search on iOS devices, they're shown an option to message with your property instead of calling. With Chat Suggest, guests are asked if they'd like to message your property any time they tap on your property's phone number.
Let guests message you in the apps they spend the most time in. From WhatsApp to Wechat, Line to Messenger, guests can engage with your team from the apps of their choice, while your team maintains a holistic overview of the guest's messaging history and profile.
Hoteliers regularly rank complimentary Wifi as a vital service for guests. As guests log on to your wifi networks, Kipsu offers another touch-point vis-à-vis a live chat on your wifi splash page.
As you may have heard, Hilton Corporate announced on August 24th, 2023 that they will be implementing Kipsu at all properties at no cost to the hotel. Hilton is coordinating all aspects of the rollout and training, which began in September of 2023 and will continue weekly until fully deployed in 2024.
Read more about the announcementPlease let us know if you have any questions, or you can connect with Hilton directly b Ask_Messaging@Hilton.com.
Email Hilton's Messaging Team