Excerpt from L2
While commitment to excellent service has long been a marketing claim of the hotel industry, many brands still rely on unsophisticated forms of online customer service. Usually, nothing more than a simple “Contact Us” page with phone numbers and addresses or an email form is provided for the user to initiate a connection.
Implementation of anything more advanced remains low. Only a quarter of brands in L2’s Digital IQ: US Luxury Hotels allow users to request a call from a customer service agent, and just one in five brands offers an anchored live chat window. Of the brands that offer live chat, Banyan Tree is one of two that triggers live chat while a user has been inactive on the website.