Using Nudges to Drive Engagement

This handbook is intended for hotel marketing teams, front desk staff, and digital managers responsible for increasing guest engagement through your property’s website. If you’re using a web-based chatbot or digital concierge, this guide will show you how to strategically set up nudges that drive more clicks, conversations, and direct bookings.

Nudges are small, interactive prompts that appear on your website to guide visitors toward specific actions. These can help promote direct bookings, highlight limited-time offers, or provide quick access to information.

By using nudges, you can:
• Direct guests to promotional or private booking pages
• Open a web widget or specific menu item
• Trigger a chatbot message to start a conversation

Nudges are customizable and can be timed or targeted based on the page the visitor is viewing.

Step 1: Go to Settings
Navigate to Settings → Channels → Connected Channels

Step 2: Select the Web Widget Channel
Click on the web widget you want to edit.

Step 3: Open the Nudges Section
Scroll down to the Nudges area, where you’ll find the option to set two nudges based on time spent on the site.

Step 4: Customize Your Nudges
You can configure the following for each nudge:
• Delay time before the nudge appears
• Enable or disable for desktop and mobile separately
• Add translated messages in multiple languages
• Create custom buttons that link to a page or trigger an action

Step 5: Use URL-Based Nudges for Targeting
You can also create nudges that only appear on certain pages of your website. This is helpful if you want to tailor messaging for guests browsing your rooms, spa, or dining pages.

If no specific URL-based nudge is set, the default nudge you created earlier will display across all pages.

Nudges are a simple but effective way to increase guest engagement, promote direct bookings, and make your website more interactive. By using the tools within your Digital Compendium or web widget settings, you can guide your guests exactly where you want them to go without needing to overhaul your website or interrupt their experience.

Use this handbook as a reference when updating your nudges and adjusting them based on guest behavior, seasonal promotions, or property updates. A well-timed nudge can make all the difference.