They are here: the SMS!
A personalized and well-targeted email is read by an average of 20% of your customers.
A personalized and well-targeted SMS is read by an average of 98% of your customers.
Do we really need to say more?
The SMS tool, often requested by our customers, is now available and offers you dozens of new ways to communicate with your guests!
A dedicated program for your direct bookings
Until now, you offered your guests a single benefit to encourage them to return directly.
Now, you can create different loyalty levels that automatically evolve according to the number of nights spent! This is a new reason to communicate with your best customers!
New: the e-Concierge feature!
Gone are the days when you only offered your additional services before the arrival of your guests. You now have access to a fully customizable space that supports you in improving the customer experience DURING the stay.
Selling additional services, promoting your restaurant... The e-Conciergerie allows you to create as many tabs as you want!
Let's go further in personalization
New Experience product alert: Just-in-time Messages!
We give you access to a new tool that allows you to create personalized scenarios according to each customer segment and available at 6 moments of the customer journey.
Adopt the Acquisition module!
Capture users BEFORE they leave your website and offer them a chance to get a discount in exchange for their email address. After filling in their details, your future guests will instantly receive a unique offer by email.
A photo gallery integrated into the Mail Builder
Often in need of inspiration to illustrate your e-mailings? We now have the solution! Our mail builder is now connected to Unsplash, the first gallery of professional photographers entirely free of rights. Help yourself!
New connection !
We are now connected to the hotel and restaurant management software INFHOTIK!
Your customized pre-stay emails
Create your own customer journeys before arrival. For the first time you have access to an intuitive, hotelier-friendly tool to create an infinite number of guest journeys.
Welcome your loyal guests, OTA guests, generation Y, happy customers, Japanese travelers in the way YOU think best suits them. Anything is possible with the CRM Experience!
A Segmentation Library... what is it?
You've written your first e-mailing and are about to create your mailing list. We now offer you several pre-established segmentation options, and you have the possibility of knowing the number of recipients for each of these options. All you have to do is see which one is the most advantageous!
When accessing your CRM Experience statistics, you will now find a new page that summarizes the 4 key indicators of the tool: email capture, generated sales, number of emails sent and customer satisfaction rate.
Same thing for the groups: You will have this overview for all the hotels that make up your group.
On our side: We now have an overview of our customers. We can analyze their performance more easily, and contact those who seem to need advice to improve their business.
New connection !
New connection added to our list: Inaxel software, specialized in campsite management.
We are now connected to StayNTouch PMS, a powerful, complete and intuitive software!
Your images... but better!
News on Experience planet! We have improved the quality of the images available in your email builder. In other words, all your images are now automatically optimized for the latest generation of Retina screens.
Optimization of CSV imports
What if we told you that we had worked on a system to optimize your CSV imports?
By improving the management of potential errors in your imports, we increase considerably the deliverability of your campaigns.
Award a GOLD Badge!
Imagine: One of your hotel guests is often passing through your establishment. So you give him a Gold Badge, allowing you to offer him a tailor-made service on each of his trips. Today, we automatically send this information back to the PMS (based on the PMS).
The little extra: These badges are determined in advance, so that they can be automatically assigned to a customer in due course.
Many improvements have been made to the performance reports we send you on a monthly basis. Number of emails sent, turnover generated, email address capture rate... Find all this information in your mailbox.
Welcome to the CRM for Restaurants!
February 1, 2021 - Launch of our CRM solution for Restaurants
The year is off to a good start, isn't it? On our side, here's a big project that is finally seeing the light of day. If you are a restaurant, don't hesitate to contact us to start your E-mailing communication, set up real satisfaction surveys, and learn how to collect essential information about your customers, to boost your income.
News on your interface! From now on, any guest who has published a review on your hotel on TripAdvisor will be automatically identified and will be given a special "TripAdvisor" badge on his or her arrival form.
Management of our customers
This time it is not about you but about us. Our developers have created a new tool that allows the support team to manage the users of the Experience solution on a single interface, in order to optimize the response time to the questions we receive.
We are now connected to the PMS Clock+!
A brand new interface is now live to inform you of incentive statistics for Tripadvisor & Google. You will be able to see the click-through rate of emails, as well as the number of Tripadvisor reviews collected by us and the total number of TripAdvisor reviews for the period!
Marketing – Reply To Option
A new option has appeared! It is now possible to send a campaign from one email address and specify another as the “reply to” email. So when the recipient tries to reply, they'll automatically reply to the “reply to” address rather than the sender’s address.
Marketing “Time Zone”
Before, the times displayed for planning an email campaign were only French times. This is slightly complicated for our international friends…
The planning of your campaign is now done according to the time zone of your hotel.
Download the details of a campaign's reservations
Groups asked, and we responded!
You can now download the details of the reservations generated by your email campaign and then review the data in a cozy little Excel file.
A well-placed rate code
This is yet another new feature very often requested by hotel groups!
Our developers focused on the ROI reporting of your campaigns. Among the enrichments, we now find the rate code of the bookings caused by the campaign. Useful, right?
Ban a list of emails
Wave a magic wand on your mailing lists! Have you ever received a lot of emails asking to be unsubscribed from your lists after sending a campaign, with some of your recipients simply not noticing the unsubscribe button? Stop wasting time figuring out which list the recipient was on to manually remove them. You now have, at the bottom of the mailing lists page, the Ban a list of emails button.
Additional fields for CSV imports and more
Segmentation enthusiasts, you wanted to have even more fields for your mailing lists? Consider it done. Add the field you want to your CSV list! But wait, there’s more. You can now segment your CSV list directly in the campaign. You will now see in real time all the conditions that make a recipient appear on the list.
Exclude a list of emails
It is now possible to exclude a list of recipients from your emails. Thanks to this feature, you are guaranteed not to write to certain customers, without having to check whether or not they are on the lists you have chosen!
E-reputation – Prepared responses
New online functionality: prepared responses for your E-reputation!
Because we know that one of your daily tasks is reading and responding to comments online, we wanted to save you time.
In particular, you can now prepare standard responses, from a simple “Thank you for your comment” to more complex responses for a particular problem.
Each prepared response can be written in multiple languages. And it is super easy to use them: a drop-down menu is available when you want to respond to your customer.
We are now connected to a Channel Manager for restaurants: “Deliverect”!
"For restaurants? I thought we were talking about hotels here..."
Yes, we were, but many hotels want to take advantage of our options for their restaurants, so we adjusted!
Tuesday June 2, 2020: save the date
The launch of Automation is today! What is it exactly?
Automated email scenarios… at will, 5 types of triggers, an international database of events available, access to the automated email builder, new simplified template system, access to segmentation for each of the campaigns. A unique system with infinite possibilities!
Don’t hesitate to contact us directly for a Demo.
Dear readers, we have put online 3 new criteria to segment mailing lists in Marketing.
Membership Level - Use this segment to deliver better deals to your most loyal customers.
Last Satisfaction Survey Rating - Write to travelers who rated your satisfaction survey.
Customer Department - Only available in France at this time; it allows you to specify a list of departments to write to or not to write to.
Marketing import: The next level
Ah those CSV lists... This is not the first time that we have talked about them!
What if we offered you another solution to import your contacts into our CRM?
The new method: copy and paste a complete list from an Excel file, with all the columns you deem necessary.
The system then recognizes these different columns and automatically suggests them to you to best segment your list. Simple, right?
How to deal with customer returns? How to create an email campaign? How to import a CSV file?
We sometimes run into these situations. You can of course contact Support, but what if you need an emergency response?
We now have videos to answer all of these questions! To view them, all you have to do is connect to the CRM and go to the "Video tutorials" tab at the top right.
Fond of fonts
Your emails should always respect your specific style. But this sometimes becomes complicated, for example when your email builder does not have all the colors or fonts.
Not so with Experience! More than 1000 fonts are now at your disposal in our email builder.
We can now analyze and import data exports from TheFork, a company that acts as a booking engine and a portal for restaurants.
We are now connected with the HotelTime PMS! This connection will notably allow us to launch our first hotel in the United Arab Emirates.
ResDiary is an online table reservation system, designed by restaurant operators for restaurant operators. It has more than 10,300 restaurants around the world. We are now certified partners for ResDiary!
Live bug monitoring
Scenario: you are navigating on our CRM and want to access a specific page but it's unavailable.
We know how painful this kind of bug can be. That is why we have adopted a new monitoring system. Now we are capturing the bugs that occur when our customers are navigating our CRM. We instantly receive a report of the event, correct the error on the fly, and prevent it from happening again.
The emailing system is dead, Long live the emailing system
Our emailing system recently got a makeover!
First, we worked on our email deliverability analysis system. Now we have information on 99% of emails sent!
And those that are not delivered... Where are they going? Now you have the answer: Soft Bounce, Hard Bounce or Blacklist. This allows you to quickly take the necessary steps to sort your database.
We have also worked on the speed of sending your emails. Communicate with confidence!
E-reputation Group – all hotels reviews
Until now, a hotel group wishing to have an overall view of the reviews of all its hotels had to go to the statistics page of each one of them. Tedious, right?
Well not anymore! Hotel groups now have access to their global e-reputation page, allowing them to have a precise view of each hotel's reviews.
Answers to customers reviews statistics
Attention: a new statistics page is here!
How many email addresses do you collect per month?
This number has a major impact on the number of reviews you will then be able to get. And besides, how many of your customers are invited to write a review online? Head over to your new stats page to find out!
CSV errors detail
CSVs ... ring a bell?
Unfortunately, CSV files sometimes bring unpleasant surprises: lines without email, others with a wrong address, still others that are duplicated, you get the picture.
Well, say goodbye to that! We now have a detailed page that specifies all the points for an import.
Guest Relation Email
Before, we only offered a certain number of predefined emails like pre-stay, in-stay and post-stay emails.
For each one, we customized its content with you.
Now you are in control. Do you want to have 3 different pre-stay emails? The first one for your weekend customers, a second one for your Booking.com customers, and a third one for customers who stay more than 4 nights? Boom, you got it!
You also have the ability to customize the sending parameters of your emails, modify their content, customize segmentation, etc. And many other new and totally unique options.
Duplicate a template to another hotel
Anyone can copy a campaign. How about duplicating a model?
You can now duplicate your favorite template for another hotel in your group. Simply click on the "Duplicate" button and then choose the establishment for which you wish to use this template.
It’s that easy!
Marketing – Google Analytics tracking
Tracking enthusiasts, this new feature is for you!
Sending promotional offers is good. Knowing what they generate is even better.
You now have the ability to connect your email campaigns to Google Analytics and to follow the conversions generated.
Now you can use the Experience Hotel CRM on your mobile phone!
This new feature is designed to allow you to quickly access all the pages of the CRM, while at the same time maintaining optimal readability.