Hyatt already has an incredible team on their Twitter account. They handle any request/question in pretty good response time and I have always enjoyed my interaction with them. It is really helpful to reach out to a company like that and, without picking up the phone or dealing with auto-response e-mails, get help with your issue.
Hyatt Adds Facebook Messenger For Customer Contact
Now, Hyatt has landed on the Facebook Messenger platform for customer interaction as well. This is great news for the many people who still do not use Twitter. Facebook Messenger is easy to use and fast. This is a smart move by Hyatt and sure to enable them to help and reach a larger customer base than they had access to before. While I normally use Twitter to contact them, this is certainly another great method of contact.
According to Dan Moriarty (Hyatt’s director of digital strategy) who spoke to Digiday – “But the biggest advantage is that it effectively makes Hyatt a person inside the ecosystem and adds accountability — with the typing indicators, ‘read’ and ‘last seen’ notifications.” I like that, the ability to see that your request has been seen and is in the midst of a response (something that Twitter’s direct message feature does not have). To me, that is something that would drive me to this method over Twitter (not that they are not fast over at Twitter as well!).
While not huge news, it is another way that hotels like Hyatt are trying to make themselves more accessible to their customers and to do so in a way that will provide quicker service. I look forward to using the Facebook Messenger avenue for my next contact with Hyatt’s team.