September 2021 – August 2022
Macdonald Hotels & Resorts uses HiJiffy's solution to achieve 100% automation for their online guest communications
£420K
in bookings
100%
automation
82%
CSAT score
84K
conversations
Profile
Macdonald Hotels & Resorts is a stunning group of hotels and self-catering resorts across the UK and Spain, each with its own unique style.
From the countryside to the city, every Macdonald property is full of individual charm and strong local character. It is an awarding collection that sets the industry’s highest standard.
Challenges
In the summer of 2021, Macdonald Hotels & Resorts were faced with the challenge of delivering a high level of customer service alongside the post-pandemic re-opening of their properties. Their central reservation team, made up of 12 members, was tasked with the goal of driving more reservations for the group, answering email requests and telephone enquiries.
This put the team under significant pressure as it became difficult to manage over a thousand contacts a day, split across the telephone and email. Instead of delivering a high volume of reservations, the team found themselves having to pivot their focus towards answering guests’ frequently asked questions. Consequently, there was a dip in revenue generated from reservations across the team.
Solution
The digital team at Macdonald Hotels & Resorts was given the project to find a robust and scalable chatbot solution to support their central reservation team by reducing the number of contacts.
HiJiffy was deployed to provide a comprehensive chatbot solution delivering 100% automation. HiJiffy’s conversational AI specialised in hospitality helped them to focus on increasing sales whilst enabling guests to have answers to their FAQs instantly and 24/7.
Testimonial
“We selected HiJiffy as an established leader in the hospitality industry, making onboarding and automation simpler. Since launch, HiJiffy has not only been able to answer thousands of common customer queries each day but also allowed us to learn what questions are most important to our guests and develop on-site content. Despite having high levels of automation, we have seen over 80% in guest satisfaction and impressively generated a significant level of chat-based bookings from HiJiffy’s solution.“
David McLean
Head of Digital
Macdonald Hotels & Resorts
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