SwiftAssist Overview: Implementing a Chatbot to your website offers quick answers and support around the clock. All answers are fully customised to your properties needs, and customer behaviour. Improving guest experience and daily operations, and aimed to drive more direct bookings
Benefits to properties
· Capture and answer queries received outside business hours
· Self Help ability to set answers to commonly asked questions instantly
· Retention: Conversion as you are minimising customers from leaving your site and looking at competitors
· Resource and time management as your staff are free for higher value work
Benefits to customers/bookers
· Efficiency: general queries are answered immediately, less frustration from waiting on replies to emails
· Better and easier guest experience
· Availability whether the guest is searching outside business hours or a different time zone they will have access to answers
· Ability to guide guests through the booking process
· Personalised recommendations based on queries asked by the guests
· Less work for the customer as they do not need to search the website for answers
Getting started - Accessing SwiftAssist
Navigate to SwiftAssist module
Login to extranet > Booking Engine > select SwiftAssist
If this module is not visible please contact support
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Setting up SwiftAssist Within the SwiftAssist module, there are six tabs, each serving a specific purpose to ensure guests have all the information they need during the booking process
Property information set property information that will be visible on ChatBot
Key Topics share information that is easily accessible when ChatBot is opened
FAQs Offer immediate answers to commonly asked questions
Chat History view queries, conversations and submissions made through ChatBot
Customisation to ensure what the customer is seeing is consistent to your booking engine and website
ChatBot script obtain ChatBot script to implement on your website, and drive guests directly to your Booking engine
Property information Enter property information and set labels for quick access buttons. This information is visible when Swift Assist is accessed
Key Topics Create information that is relevant to your property, guests and/or surrounding areas. Key Topics buttons are visible when Swift Assist is opened by your guest, and displayed with buttons set in property information.
Example: you may receive many queries for recommendations where to eat, using Key Topics is an easy way to show case this to visitors
Select ‘Add Key Topic’ (i.e Places to Eat)
Enter a summary about places to eat, which is displayed when a user selects this Key Topic. Alternatively, you can list all of the places available
Option to add sub-Key topics (optional). This allows you to categorise the options displayed to your visitors (i.e Budget Friendly, Kid Friendly)
Within the sub-Key Topics you can then list the options that available (places that are budget friendly)
FAQs create answers to frequently asked questions ensuring customers are assisted instantly. This helps saves time for your customers and staff, while also improving your customer experience
How does it work? You create the question and the answer. When a user types this question, Swift Assist will go through your FAQs and display the answer to this question.
· Select ‘Add FAQ’ button
· Enter the frequently asked question (example Airport Transfers)
· Enter the response that is relevant to the question (example Airport Transfers available with 72 hours notice. Please contact us via phone or email to arrange your Airport transfer)
Chat History Visibility of guests that have interacted with the OBI. History provides an in-depth understanding of guests interactions, conversations and searched availability made through Swift Assist feature.
Immediately, the guest name and email address (if provided) is visible. Guests that have not entered information are displayed as Guest user.
Select the drop down arrow next to each guest to expand and see more a detailed overview of the guests interaction
You will see 2 tabs, (applicable only for guests that have made a reservations through Swift Assist)
Chat history: See all queries written by the guest, and the response provided by Swift Assist.
Bold, is the query/text entered by the guest
Following that is the response to the query. Response is based on information you have entered within Swift Assist setup
Booking history: Applicable to guests who have made a reservation through Swift Assist.
No booking, guest information and booking history tab is not visible.
Identify guests searched dates and availability & rates results returned.
Upon room selection, occupancy is requested and details are visible in history
All confirmed bookings are recorded with their associated booking reference ID
Option to filter based on guest name
Refresh, will pull in recent interactions.
Customisation here is where you can customise the colours of Swift Assist to keep consistent with your website colour scheme. Ensuring a seamless experience for your guests. You will see various fields that can be customised
1. Header and Chat - applies to the Property name in the header of Swift Assist, the guest’s message and send message icon.
2. Submenu - applies to Property information and Key Topic buttons
3. Bot message - set colour to messages from the bot (i.e Welcome message)
4. Chat background colour - customise the chat background
5. Logo background colour – customise the logo background
Chat script implementing Swift Assist is simple. Simply copy the script and provide to your website developer to add to your site.
Additional information
NB: Swift Assist does not have a live person they can connect to. Through the ‘Talk to an Agent’ selection contact will be made using WhatsApp function to the mobile configured
SwiftAssist is an add-on feature, available to SwiftBook Booking Engine customers. Contact [email protected] for more information
Swift Assist is available to group listings. This enables the group to create information relevant to all properties and add the widget to their website. While also providing guests the option to book any property within the group. Contact support to enable this feature
Bookings through the group SwiftAssist widget is available, by simply selecting the desired property
Bookings made via Swift Assist will include SwiftAssist as the POS (Point of Sale)
Booking addons via Swift Assist currently not available