IDS Next Business Solutions, one of the leading hospitality technology solutions providers, has introduced Live Chat solution on its website to offer technical assistance to its over 4,000 hotel ERP users across the globe. Through this, IDS Next becomes the first hotel ERP vendor to provide technical support via live chat.
“As a strictly customer centric company, we efficiently help our customers increase revenue, reduce costs, improve operations and enhance guest experience. Customers are looking for easier and less time consuming ways to avail technical support and live chat has emerged as a preferred channel with around 75 per cent of respondents opting for this medium. Live Chat solution will efficiently serve our clients who are tech-savvy and dynamic hotel managers,” said Binu Mathews, CEO, IDS Next.
According to Mathews, Live Chat solution implemented on IDS Next website will help clients in various ways. “Our website is mobile responsive. This means, clients get immediate access to our technical support executive using their mobile phones. Additionally, they can attach screen shots of the issue they are facing while chatting with our support executives. This speeds up the process of trouble shooting. We are here to offer our growing hotel ERP users base a real-time, engaging and convenient support experience,” added Mathews.
IDS Next’s 24/7 technical support centre has achieved a milestone of call abandon rate at 1.1 per cent. While 84 per cent customers rated the overall quality of service provided as ‘Happy to Excellent’, 91 per cent of them said that IDS Next ‘Delivered as per commitment’ when it comes to adhering to the time frame for resolving issues as per the SLA.
“Customers world-wide have been connecting to us via phone, mail or by logging-in to a self-service portal and we ensure 98 per cent customer retention rate. We have again given top most priority our ‘customer first’ approach by introducing the Live Chat support on our website and we are the only hospitality technology provider to do so,” commented Reeves Mathews, manager – technical support, IDS Next.