MCC for hotels and hotels chains
There are several variants for using MCC (Multichannel Contact Centers), depending on the situation. The first situation is whether you are already in the hotel or not. If you are not in the hotel, in that case you want to contact the hotel and that is probably the reception.
To see the benefits of this mode for this case, click HERE
From the MCC page, where various departments are set (in the Demo example, picture below, five departments), click on “Reception”:
When the user clicks on “Reception”, he immediately sees a big advantage compared to communication via the hotel’s “Contact” page: he can access the channel he wants to communicate with in ONE MOTION. On the Demo example, five (out of possible 25) channels are set: Viber, WhatsApp, Phone, Email, Contact Form.
A large number of communication channels is an ADDITIONAL BIG ADVANTAGE of Multichannel Contact Centers.
The user chooses the communication channel he wants (Viber in our case) and sees the following big advantage: instead of establishing a connection immediately, he has the possibility to choose who he wants to talk to through a pop-up window with all available agents:
The user simply clicks on the picture/text of the agent he wants to contact and gets a Viber screen from which he can directly call the agent, send a message, chat, send a photo, video, etc.
It is exactly the same thing for any other communication channel, such as WhatsApp, Phone…
If the user clicks on “Email”, he only needs to write the Subject and the text, everything else is already ready, and when he clicks on “Contact Form” he gets the content as shown in the picture below, enter the text and send.
We have listed examples when the guest is NOT IN THE HOTEL and wants to contact the reception.
If the guest is already in the hotel and needs any kind of service, from any department, he very simply clicks on the icon for that department (see the first picture at the top) and in exactly the same way as for the reception (he gets several communication channels and a popup window with agents for that department) establishes contact in several ways (speech, text, image, chat, video, Contact Form, Email…).
In this way, the hotel gets incredible opportunities for contact with guests, and guests have very easy and efficient communication, which further increases their satisfaction.
NOTE: Everything above is an example related to one individual hotel. If it is a HOTEL CHAIN, each hotel has its own system, and the management of the hotel chain can set up the main communication Contact page, which contains the contact of the management of the hotel chain and a linkable list of all hotels in the chain, see the picture below.
When the guest clicks on the desired hotel, he receives the MCC for the desired hotel. You have already seen the complete further analysis.