Should You Use a Virtual Switchboard or Live Chat Software for Hotels?

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Customer care has always been the key to business success. And when it comes to customer care, the industry that needs it most is hotel management. Today, hotels use either a virtual switchboard or live chat to improve communication quality with customers. However, whether to use live chat software or a virtual switchboard for hotels remains a worthwhile question to consider. To find the answer, let’s explore this article!

What is a virtual switchboard? What is live chat software?

A virtual switchboard is known as an advanced IP-based telephone calling service that allows businesses to expand their communication capabilities and receive all incoming calls. As long as there is an internet connection, all calls can be made — through IP Phone, Softphone, mobile phone, or Analog Phone connections.

Companies with strong sales teams, where customers frequently call to book hotel rooms or reserve services in advance, will typically make use of this service.

Live chat is a service software that helps connect with customers online, with the ability to support and analyze website activity. Through internet connections, website visitors can receive consultation and support from remote customer care staff in the most convenient way possible.

2. Benefits of a virtual switchboard for hotels

2.1 No limits on call range

If a hotel regularly handles a large volume of customers booking rooms each day, using a virtual switchboard is absolutely essential. A busy signal or failed call will leave customers feeling frustrated — and in today’s highly competitive market, finding an alternative accommodation is no longer difficult. Guests can easily switch to another service if they cannot reach the hotel, significantly increasing the risk of losing customers. With a virtual switchboard, this issue is effectively resolved, as it allows the business to handle multiple customer calls simultaneously.

2.2 Highly effective customer management

The call display function allows hotel staff to closely monitor all incoming calls and store the corresponding phone numbers. The CRM function also enables staff to replay call content in case they forget what a guest said. Management can likewise listen back to calls to evaluate service attitude and monitor staff customer care performance. Additionally, the virtual switchboard can distribute incoming calls to specific staff members to ensure no customer call is ever missed. It can also connect with marketing tools such as SMS Marketing or CRM systems, allowing staff to save information on potential customers.

2.3 Maximum cost savings

The strength of a virtual switchboard for hotels lies in the fact that no wiring is needed — only an internet connection. This saves significantly on costs related to staff management, call charges, and system maintenance. Unlike traditional methods, the virtual switchboard operates entirely over the internet, reducing call costs considerably compared to landlines — especially when handling hundreds of daily calls with customers and internal hotel staff.

3. Benefits of live chat software in hotel business

3.1 Saves time and costs for customers

Finding a hotel’s contact information to call or email can be very time-consuming. Through live chat, customers can instantly connect and chat with support staff. It typically appears automatically in the bottom right corner of the screen whenever the website is opened. As long as customers have an internet connection, they can save significant time and costs on calls to hotel services.

3.2 Accurate information exchange

Some live chat tools allow users to send images, files, and links directly to the chat window agent. For example, if a customer wants staff to understand their request as precisely as possible, they can send images or website links directly into the chat. This allows staff to grasp the customer’s requirements accurately and provide the most precise advice. Staff can also review chat history to store customer data, feedback, and issues comprehensively.

3.3 Increased competitiveness

Short-term accommodation services are growing in number, making competition between providers increasingly intense. To capture greater market share, businesses must continuously improve quality and deliver the best possible experiences for customers. Using live chat on a hotel website helps gain a competitive edge over rivals through the use of advanced technology that not all businesses employ. Surveys have shown that when customer questions are resolved quickly and consistently, the likelihood of closing a booking is very high.

Overall, both tools deliver real value for businesses. However, for a hotel to achieve rapid success, reputation, and credibility, it is recommended to apply both tools together — giving customers more options and demonstrating a strong commitment to customer care. Customers who prefer speed and convenience will call directly via the virtual switchboard, while those who want more time for detailed discussion will opt for live chat. Hopefully, this article has helped you better understand the role of both virtual switchboards and live chat in hotel business operations.

VIHAT TECHNOLOGY Co., Ltd

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