I'm a Customer Success Manager at Myma.ai with extensive experience in the hospitality industry. I’ve implemented the Myma.ai solution with clients of all sizes, types, and locations. Drawing on that experience, I’ve created a best practice guide to help you get the most out of our AI Omni-Channel Communications Platform.

Regularly review all customer conversations to ensure accurate information is being shared. As time goes on, you may find new customer questions or topics that weren't anticipated; in these cases, update the Knowledge Hub with additional information as needed. A quick daily review, ideally about 15 minutes, is recommended based on the volume of incoming conversations.

Coordinate with relevant departments to keep information in the system up to date, especially when there are internal changes. This could include updates to promotions, reception policies (such as check-in and check-out times), food and beverage offerings (including promotional events and hours of operation), facility statuses (like maintenance closures), and conference or meeting details.

Expand your view of ROI beyond room bookings. For example, leverage data from customer insights for re-marketing. Use common questions asked to inform targeted social media posts, identify popular room types, and engage specific regions based on visitor demographics to the website.

Use the website chatbot's nudges feature strategically to guide visitors to specific pages or offers. For instance, consider adding a private booking link to offer exclusive rates that aren't available through OTAs. The interactive bubbles on your site should link directly to promotional pages and always include a clear call to action to book.

Collecting email addresses through Pre and Post Chatbot forms is an effective marketing tool, allowing you to build your CRM database for future re-marketing efforts. However, you may choose to disable this feature if desired.

Regularly monitor the Rooms & Product tile in Insights. This tool helps identify room types that are generating interest, which could indicate an untapped market. For example, if you see significant views on Accessible Rooms, it may suggest a large potential audience that you could target through social media campaigns.

Reviewing the Commonly Asked Questions tile in Insights is helpful for marketing and maximizing ROI. This data provides valuable insights to guide targeted social media posts based on popular customer inquiries. Remember, each topic can reveal niche markets within your broader audience, helping you make informed, strategic decisions.

Insights provide valuable ROI data for social media remarketing. By setting specific date ranges in the Insights tab (located at the top right of your screen), you can analyze how particular campaigns impact website traffic. For example, when you post on social media about a specific topic, Insights can show you any resulting spike in website visits and conversations helping you measure the campaign's effectiveness.

Write to me with any questions

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