Overall, our experience has been nothing but positive. Their customer support is on par with anything we've tried before and the learning curve on the tool is easy for front desk people to pick up. Good stuff. ;)
We vetted probably about half a dozen messaging platforms out there before selecting HelloShift to add to our arsenal of guest touchpoints at our resorts. So far, the results are great. Although we decided against using the chat function, the integration with SynXis IBE has been outstanding and easier than anticipated anyone that's ever tried to integrate with SABRE/SynXis knows EXACTLY what I mean by that - LOL). Two thumbs up, definitely helps with in stay issues.
If the software could grab guest reviews from GMB, Facebook, booking.com and the other OTAs it would be a huge plus. Other than that, it's pretty decent.
Likelihood to recommend: 8/10
a great way to connect Works very well with clients as well as all staff members Has a very warm rapport with everyone she comes in contact with Follows up with clients to ensure no one feels forgotten or lost in the process Clearly enjoys the 'people' aspect of his position Consistently answers the phone with a smile and a friendly hello Readily admits when she doesn't know the answer to a particular query Outlines the steps that she will take to resolve a problem Receives ongoing positive feedback from clients'both verbally and in writing Has become the 'go to guy' for clients who seek his advice to solve problems Excels at providing timely feedback to even the most difficult customers Consistently gains necessary approvals and authorizations Is able easily to switch from English to Spanish and back again Is an empathetic and focused listener Skillfully overcomes customers' objections Deals with challenging customers without becoming aggressive Has developed a loyal customer base and a high rate of repeat business Enjoys identifying 'out-of-the-box' solutions for clients with special needs Skillfully manages all but the most challenging customer situations Knows when to ask for additional support from team management Is able to redefine the customer service process to meet clients' changing needs Overcomes objections in a logical and conversational Receives ongoing substandard customer satisfaction scores Does not manage customer expectations by explaining reasons for delays Has difficulty saying no or tactfully telling customers that they must wait their turn Refers too many customer queries to management for final resolution Has received numerous customer complaints for failing to follow up as promised Cannot yet demonstrate sufficient knowledge of company products Misses opportunities for cross-selling and overcoming initial objections Is unwilling to adapt his tone and personality to fit a particular caller's style Argues and uses inflammatory language with customers Becomes frustrated when customers ask too many questions Displays sarcasm and alienates those looking for help Demonstrates condescending behavior when dealing with overly demanding callers Has little patience for customers with 'dumb questions'
Program is great for what it is. Id like to see a function added to build contracts and BEO's in the system. as a basic CRM, it works but I come from using Sales Pro and have been spoiled.
Ease of use
Building contracts in the system would be amazing
Likelihood to recommend: 5/10
Increased communication and information sharing; improved issue tracking from start to finish; staff accountability; enhanced guest experience.
HelloShift's simple and intuitive design lends well to its ease of use. It has been quickly adopted by our organization's users; even those who are not very comfortable using computers. Our information sharing efforts within departments as well as across departments has improved tremendously. As has our issue tracking and staff accountability. All of which has helped streamline our operations and enhance our guest experience. Also, set up was very simple and their customer support has been highly responsive. Any question we had was answered quickly. They've even made an enhancement related to a question I asked, and personally contacted me when it was deployed. The mobile app is also very good for keeping in touch with what's going on while away from the office. When our free trial period ended and I asked if we wanted to subscribe, the response was "How could we not?!" This simple tool has been a game changer for us.
There really is not much we don't like. Only have some wishes: Right now the software only displays reviews from TripAdvisor. Would be great if they could include from others like Booking.com and Google as well. On the mobile app there is no way to mark a post as read like you can on the desktop version.
Likelihood to recommend: 10/10
You can message guests anything you need to let them know about like parking, arrival time and questions that guests gave
Not being able to add guests who have stayed with us in the past. Everything else with HelloShift is great
Thank you for taking the time to review HelloShift, Christopher! We are delighted to hear you use us to engage with guests before they arrive at your property. When you add a guest that's already in the system, we do not let you add a duplicate entry. Instead we show you the existing entry so you can re-use it, thereby maintaining Guest history in one place. If you still have questions, please message us in the HelloShift app by clicking on the lower right and we will make sure you are getting the best possible experience. Best, Team HelloShift.
Likelihood to recommend: 7/10
Staff Collaboration: $1 per room/month*
Guest Engagement: $2 per room/month**
*pre-paid annual discount (min $49/month)
***pre-paid annual discount (min $98/month)
A 30 day free trial is available.