Reservations & Customer Service Enablement
Reservation & Customer Service Enablement
While reservations and customer service enablement may not be a direct function of marketing, we understand intimately how marketing, sales, and service work together to provide the best possible guest and owner experience. Professional vacation rental property managers are acutely aware of how these departments need to work together to provide a best-in-class customer experience, and we couldn't agree more.
We help set up customer service teams for success by organizing guest and owner data in one place—your CRM—so each team can seamlessly support their part of the guest journey or owner journey. Further, by leveraging your tech stack to manage guest marketing, homeowner acquisition, owner retention, and customer service—including ticketing, automations, and analytics—key stakeholders have unparalleled confidence that their guests and owners receive consistent service every step of the way.
Help Desk and Ticketing
Owners and guests expect quick resolutions and personalized service 24/7 across an ever-growing variety of marketing and service channels—including website forms, Facebook chat, email, text, owner/guest apps, and more. When these service channels are layered on top of essential data stored across the company’s property management system, operations platform, and project management tools, the process of bringing simple inquiries or requests to completion can be inefficient and overwhelming.
By eliminating unnecessary manual tasks, our service enablement team helps you prioritize critical issues, organize a unified inbox, create ticket assignation rules, and automate routine responses seamlessly, so you can focus on providing a best-in-class customer experience.
Service Dashboards and Analytics
Visibility is everything for growing vacation rental management portfolios. Customized service dashboards and robust analytics allow key stakeholders to view the business's state in real time and service managers to identify workflow gaps and implement process improvements quickly.
Knowledge Base Development
Where can I find my owner statement? Are beach chairs included with my rental? Why isn't my property listed on the website yet? Will you let me know if my rental is available for early check in?
Common requests and routine processes can absorb countless hours in a day. By implementing a knowledge base that’s connected to your service ticketing system, routine responses are automated, and step-by-step processes are highly accessible. Whether developing a knowledge base tailored to guests, owners, or specific internal teams, our service enablement team will help set up your service team for success.
Our experienced service enablement team understands the complexities of customer service for vacation rental property managers. Contact us today to learn more about how our full suite of service, sales, and marketing services work together to drive revenue, repeat guests, and life-long owners.
Ready to Get Started?
Don't let another season slip away without focusing on what's important: increasing direct bookings, winning more owners, and optimizing your guest and owner communications.
Partner with B2 Collaborative today.