With increasing competition in the hospitality sector, small hotels must embrace digital tools to stand out. WhatsApp Business API, combined with AI-powered chatbots, offers an effective way to engage potential customers, build relationships, and increase bookings. By automating interactions, sending timely updates, and nurturing cold leads, hotels can create a seamless customer experience that leads to more bookings.
Here’s how small hotels can leverage WhatsApp Business API and chatbots to improve their booking process:
First Touchpoint: Initial Engagement
When a potential customer makes an inquiry—be it through a website, social media, or a referral—the hotel can automatically engage them via WhatsApp. The chatbot, integrated with the WhatsApp Business API, can immediately respond with room availability, pricing details, or general FAQs.
- Example: When a visitor checks out your website and asks about available rooms, the chatbot can provide real-time information on room options, prices, and exclusive offers.
Benefits:
- Instant communication
- High customer satisfaction
- Immediate response, reducing drop-offs
Cold Follow-up for Incomplete Inquiries
A common issue for small hotels is losing potential customers after they’ve shown initial interest but haven’t followed through with a booking. Chatbots can help by sending follow-up messages automatically after a period of inactivity.
- Example: If a customer abandons the inquiry after getting room availability, the chatbot can send a polite follow-up message a few days later offering an exclusive discount or reminding them of the available rooms.
Benefits:
- Revives cold leads
- Helps remind potential customers
- Increases chances of conversion
Automated Updates & Reminders
After the first few interactions, consistent touchpoints are crucial. WhatsApp chatbots can send automatic reminders and updates about promotions, events, or last-minute room availability.
- Example: A chatbot sends an update about a weekend offer or a notification that only two rooms are left for specific dates, creating urgency for the potential guest.
Benefits:
- Maintains customer interest
- Creates urgency to book
- Provides value to the customer with timely information
Booking Confirmation & Post-booking Support
Once a customer books, the chatbot can continue the relationship by providing booking confirmations, sending reminders for upcoming stays, or offering add-on services (e.g., tours or airport transfers). The seamless post-booking communication can help ensure a great guest experience from the very beginning.
- Example: The chatbot confirms a booking, sends a receipt, and offers a discount on local tours, enhancing the overall guest experience.
Benefits:
- Builds trust with customers
- Enhances guest satisfaction
- Creates opportunities for upselling
Customer Retention through Re-engagement
WhatsApp can be an excellent tool to re-engage past guests. Sending targeted messages with exclusive deals for returning customers or notifying them of new amenities and special offers increases the likelihood of repeat bookings.
- Example: A chatbot sends a message a few weeks after a customer’s stay, thanking them for their visit and offering a special discount for their next booking.
Benefits:
- Boosts customer loyalty
- Generates repeat business
- Encourages word-of-mouth marketing
The Impact of Multiple Touchpoints on Booking Rates
Studies show that it often takes 3-5 touchpoints to convert a potential customer. Small hotels that only engage at the first touchpoint often lose business. However, those that follow up consistently increase their chances of securing a booking.
Here’s a simple representation of the relationship between touchpoints and conversion rate:
Response Rates on Chatbots
Visual Map of Customer Journey with Multiple Touchpoints:
Customer Journey on WhatsApp Chatbots campaign
By engaging customers multiple times through WhatsApp and chatbots, small hotels can significantly improve their booking rates while offering excellent customer service.
Key Takeaways:
- WhatsApp Business API + Chatbots: Create an automated, personalized experience.
- Follow-up on Cold Leads: Ensure potential guests don’t slip away.
- Multiple Touchpoints: Increase conversions by nurturing leads.
- Customer Retention: Keep guests engaged post-booking for repeat business.
With the right strategy, small hotels can turn WhatsApp Business API and chatbots into powerful tools for improving customer engagement and boosting bookings.
About the author
Co-Founder @ BigRadar. Building conversational interfaces for small and large enterprises.
