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| |  Providing
Guest Insights to Resorts. According to Gordon
McClendon, CEO of SPI Software, “This highly unique system collects
all messaging information from customer text interactions, providing deep
insights into a resort’s operations, with the objective of wisely using
that information to ultimately provide valuable insights from all the unstructured
data. ConnectionsGRP’s advanced conversational intelligence and analytics
reporting allows resorts to capture every response, request, trends, and
patterns without relying on someone to listen and monitor every call that
comes into a property.”
Actionable Conversational Intelligence. Every text conversation from ConnectionsGRP’s CPaaS Platform is stored and may be quickly analyzed to provide valuable Conversational InSights. The integration of Conversational InSights with SPI Connect allows analysts to mine valuable anecdotal communication data about the guest experience during the guest’s lifecycle with each brand. Providing management with actionable conversational intelligence delivers valuable information to support personalized and segmented guest experiences and operational insights. This enables resort operations and management teams to utilize previously inaccessible information, helping to improve the guest experience, while maximizing employee’s productive time. SPI’s Conversational InSights unlocks dynamic actionable decision-making with real-time conversational intelligence from every aspect. This robust solution provides the intelligence to enable vacation/timeshare management and employees to quickly make informed decisions to capitalize on opportunities, take corrective measures, drive innovation, and provide personalized guest experiences. Understanding the Whys. “SPI’s Conversational InSights takes a deep dive into the story behind all the text and WhatsApp messages being recorded. Conversational InSights answer the “why” of customers’ responses and reactions. This allows hospitality operations teams to learn the reasons behind Guest Comment Card ratings using all the words sent and received via text or WhatsApp allowing the resorts to generate positive brand connection with their guest,” said Anthony Link, CEO of ConnectionsGRP. Measuring
more than words—word association. Connections’ Anthony Link said: “We
like to use the words “Data Exhaust,” meaning the analysis that comes from
all communication data. When a guest takes a survey, the survey measures
a period of time at that moment. Our analysis does not just measure the
words in all the conversations, but the word association many levels deep
as well. For example, this is how we discovered that a property in California
had defective toilet paper holders that kept breaking. We also found out
that the property was not maximizing their onsite amenities because the
guests never were aware of what was on property.”
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Previous Release: SPI Software Announces Inclusion of WhatsApp™ Messaging into SPI Connect™ (04-21-22) About
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