Facebook Messenger for Hotels: A Customer Service Tool or a Risk?
Albert BarraDecember 17, 2018 · 1 min read
Ideas, knowledge and community for a better future in Hospitality.
BYAlbert BarraHospitality · Strategy · Leadership · Marketing
Is Facebook Messenger a useful communication channel for hotels or a risky customer service strategy? Explore the advantages and drawbacks of using it to engage guests.
It seems that the latest trend in connecting brands and customers is to use Facebook Messenger, as though it were the great paradigm of customer service.
There are many good reasons for hotels to add Facebook Messenger to their arsenal of omnichannel experiences, particularly to demonstrate a certain degree of closeness with customers. Above all, because they say that “customers are already there”. Are they really?
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