With the rise of social media, the way to communicate and engage with guests, particularly with millennials has been changed radically.
Traditional communication channels such as phones and emails do not do the trick anymore. People are communicating with each other through social media apps such as Facebook Messenger, WhatsApp, SMS… The Global Digital Report shows that there are 3.484 billion social media users worldwide in 2019 with a 9% year-on-year increase, while the number of mobile phone users is 5.112 billion. Among the social media messaging apps, the most popular ones are Facebook Messenger, WhatsApp, and Wechat.
The use of phones and emails are simply falling:
On the contrary, people are highly engaged with social media:
Facing the fall of traditional communication channels, guest engagement will undoubtedly be influenced. Hotels need to find new ways to talk with guests and engage with them. A Web Messaging integrating with the most popular social messaging apps will do the job.