ZDirect, a provider of property marketing automation, has enhanced its eMarketing solution with a new Response Center that lets properties respond to guest feedback and provide improved service via a centralized online portal.
The Response Center provides hotel staff with a direct way to respond to guest satisfaction survey feedback, while making ongoing conversations easy to read and analyze via a streamlined email thread design that sorts based on priority. Response Center also now offers ZDirect's Sentiment Analysis engine, which classifies feedback as positive or negative.
When guest survey responses are completed and submitted online, property staff are automatically alerted and prompted to log in and reply. The system also keeps track of conversation history, linking survey email and responses to each guest profile.
"The robust functionality of our new Response Center answers the industry's need for a streamlined and effective solution for responding to guest satisfaction surveys quickly and easily, while keeping track of all ongoing conversations and resulting actions for resolution," said Shayne Paddock, chief information officer at ZDirect, in a statement. "We are proud to offer another first for the hospitality industry, and are committed to the continuous development of our platform to add new features that address the growing guest communication needs of our hotel clients around the globe."
Response Center augments ZDirect's overall Marketing Automation functionality. Alongside the Survey Dashboard, existing features, such as multiproperty survey and reporting functionality, combine in an all-in-one solution to provide hoteliers with control and insight into understanding guest preferences.