SAN FRANCISCO–(BUSINESS WIRE)–Medallia, Inc., the global leader in guest and employee experience, today announced that more than 1,000 Hyatt properties will deploy the Medallia Zingle messaging platform.
Hyatt, a Medallia customer since 2007, continues to connect with its guests by meeting them where they are and understanding their preferences. Through active listening and in collaboration with Medallia Zingle, Hyatt guests around the world will be able to engage in real-time dialogue with on-site teams, with translation available in more than 100 languages via their preferred method of communication, including SMS. text, in-app, web chat or social messaging apps like WhatsApp. Medallia Zingle will also facilitate the ability of on-site real estate teams to interact with guests during their stay, respond to inquiries more effectively, and create meaningful connections, improving overall guest experience and brand satisfaction.
“At Hyatt, our approach to technology always begins with listening to our guests and loyal World of Hyatt members,” said Julia Vander Ploeg, senior vice president and global head of digital and technology, Hyatt. “With Medallia Zingle offered at more than 1,000 Hyatt hotels, our colleagues will be even better equipped to care for our guests by having the ability to quickly communicate with them through their preferred chat-oriented digital channels, the way they want to communicate with them. them. us.”
This will expand Hyatt’s robust signal capture to include digital, Global Property & Guest Services and on-property investigations, as well as social listening and monitoring, throughout the Medallia Experience Cloud. In addition to the during-stay feedback provided by Medallia Zingle, Hyatt also incorporates:
In-stay feedback to various touchpoints using Medallia Digital
Ongoing daily co-worker surveys that allow employees to provide real-time feedback at the property level
Surveys that provide information about Hyatt’s Global Property & Guest Services
Guest feedback received feeds into other operational systems, providing insight to team members at the property level and enabling them to identify opportunities for improvement and provide best practices to guests. And with powerful automations, Medallia Zingle can help streamline workflows for staff and speed service recovery.
“In an environment where hotel teams are faced with workforce challenges and ever-changing guest expectations, understanding guests and employees and being able to communicate with them in real time is essential,” said the Medallia CEO, Leslie Stretch. “Hyatt has long been a leader in guest experience and it’s exciting to see how Hyatt continues to innovate to better meet the needs of today’s travelers.”
“Customers today expect brands to communicate with them in ways that make their experiences easier and more rewarding,” said Ford Blakely, founder, senior vice president and general manager of Medallia Zingle. “We are excited to provide Hyatt hotels with a platform that offers an unparalleled combination of actionable insights, powerful service recovery opportunities, and the potential to generate incremental revenue in a scalable and consistent manner.”
For more information on how Zingle is helping the hospitality industry serve customers faster and with a personal touch, visit: https://www.zingle.com/hospitality-text-messaging/.
The term “Hyatt” is used in this release for convenience to refer to Hyatt Hotels Corporation and/or one or more of its affiliates.
Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, becomes the experience record system that makes all other applications aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful. For more information, visit www.medallia.com.
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