At Host Wise, our commitment is to ensure that every detail of property management is treated with maximum care and efficiency. With our dedicated support team available 24/7, it became essential to implement a solution that centralizes all communication and support operations. This is how Zendesk became a crucial part of our daily operations.
What is Zendesk?
Zendesk is a ticket system that centralizes all communications, both with guests and with owners. It integrates perfectly with our platforms and email. This solution allows us to manage each interaction effectively, ensuring that all requests are treated in an organized manner and within established deadlines.
Why Zendesk?
With the management of more than 350 properties and the need to respond quickly to a high volume of daily check-ins and check-outs, Zendesk has become essential. This centralized system allows us to track each communication, automate processes, and improve operational efficiency.
Challenges and Internal Solutions
While Zendesk was a natural choice, we quickly realized that the platform, in its standard form, was not fully prepared for the specific tourism and property management challenges. To ensure that Zendesk meets all of our requirements, our internal IT team has developed several custom features and automation tailored to our unique needs. Among them, they stand out:
Zendesk Integration with Breezeway
This integration allows customer support to check and create real-time maintenance and cleaning tasks. The result is higher operational efficiency, reduced wait times, and improved guest satisfaction.
Checkout Time Automatic Request
Once the guest informs the system of the exit time, the system automatically communicates with the cleaning team. This automation allows for greater efficiency in subsequent cleanings and check-ins.
Automatic Upload of Custom Guides
Each guest automatically receives a custom guide with all the property information, check-in details, and accommodation rules. This feature improves the guest experience and frees up time for customer support, allowing for a faster and more effective response.
Service Level and Continuing Improvement Agreements
The implementation of Zendesk allowed us to establish a strict internal Service Level Agreement (SLA) that ensures excellence in care:
Answers to Owners
We commit to responding to all owners' requests in less than 24 hours.
Answers to Inquiries
We responded to inquiries in less than 1 hour to maximize sales conversion. This agility has directly impacted our assessments, from an average of 4.20 to 4.50 — up approximately 7.14%.
Individual Performance Measurement
We monitor the performance and impact of each agent’s actions individually. This follow-up allows us to form our teams promptly, ensuring that the level of service remains high and that good practices are consistently applied.
Success Cases
In addition to the innovations developed by our IT team, Zendesk has significantly impacted the efficiency of our property management and customer support. Here are some concrete examples of how this platform has been transforming our daily operations:
Last Hour Check-Ins Management
When a guest makes a last-minute reservation and arrives at the property within a few hours, Zendesk lets us quickly centralize all the information and coordinate with the cleaning and maintenance teams to ensure the accommodation is ready. The ticket system lets us keep track of every step by securing a quiet check-in, even under pressure.
Fast Resolution of Technical Problems
Technical problems such as electricity or heating faults can be stressful. With Zendesk, a ticket is automatically generated once the guest reports the problem by directing it to the maintenance team. Thanks to automation and real-time follow-up, we solve 94.21% of these cases within the first 24 hours, minimizing the impact on stay and avoiding negative assessments.
Proactive Support for Owners
Zendesk is also essential for communication with owners. When opportunities for identified improvements arise (by the maintenance team, implementation, etc.), we create a ticket that records all communications and actions. This centralized approach allows us to give fast and informed responses while keeping owners updated and involved in decisions.
