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Modus Hotels Adopts TrustYou Messaging, Analytics

November 03, 2016

TrustYou develops software that helps enterprises better communicate with their customers. Its messaging and survey applications make it possible for companies, such as Washington D.C. hotel owner and restaurateur Modus Hotels, to remain in contact with guests during their stays and then analyze their feedback once the day is done.


Modus indicated in a recent announcement that it has selected TrustYou for its Analytics & Radar, Meta-Reviews, and Messaging applications the perform the types of tasks listed above. Josh Runes, the Modus digital marketing manager speaking for his company, noted that the goal of this selection was to gain a proper method of communicating with guests in real time while realizing a method of handling all guest feedback.

“We felt the need to implement a well-connected system where we can manage all feedback and communication with guests on one platform,” Runes said. “After careful consideration, we selected TrustYou because of its dedication, influence on the guest experience, and vision to facilitate real-time communication with customers.”

Behind the scenes, Messaging begins this process of client-hotel communication by offering guests real-time access to hotel staff through mobile text messaging, Facebook Messenger, and a single shared inbox that any staff member can respond from. It is likely that these channels will be used when guests need something of immediate importance, such as fresh towels for a room or the repair of any hardware such as a television or chair. Accidents and mishaps are a daily occurrence in hotels, but their impact can be avoided when guests have a clear digital line of sight to staff and management.

The need for real-time communication on mobile devices and personal computers cannot be understated. New developments in information technology such as WebRTC, which Facebook Messenger uses, make it easy for users to send audio and video across the internet. It handles connections through web browsers in a manner that, to the consumer, is seamless. This makes it perfect from an ease-of-use perspective and for adoption in enterprise-guest relations such as Modus tries to achieve.

Of course, TrustYou backs up its messaging service with Analytics and Meta-Reviews, which will help Modus send satisfaction surveys to its customers and retrieve the results for use in aggregate display – such as on third-party sites like Hotels.com and KAYAK – and for internal use. The use of those two supporting applications give hotel managers a direct line of sight back to the experiences of their guests; the applications make it easy for managers to see the struggles guests have had and improve operations from those personal perspectives.




Edited by Maurice Nagle

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