Concierge Experiment
This learning track will cover:
Who is part of Concierge?
Why Concierge?
What's Concierge?
Processing Concierge tickets
FAQ & Useful Resources
Who's our target audience?
Start
What's Concierge?
Concierge (CCG)- The concept
The word concierge comes from the old French word “comte des cierges.” The comte des cierges was a person responsible for maintaining the lighting and cleanliness of medieval palaces.
Our work, though, will extend far beyond just maintaining our customer's candles lit. We will offer a differentiated service, with the goal of helping our customers find the best activities for their trip.
Why Concierge?
What's the reason for this initiative?
This project is part of the Seamless initiative, which aims to improve the customers' experience while using GetYourGuide products. The focus point of the Concierge project is pre-booking contacts. Until now 11.4% of pre-booking interactions turned into bookings:
From all CARE contacts via the contact form
27%
27%
From all pre-booking contacts
11.4% turned into a booking
11.4%
were Pre-booking contacts
Sample Size: Jan-Sept 2021
What's the reason for this initiative?
Analyzing the existing data, there is an incredible opportunity to turn those pre-booking contacts into actual bookings, mainly because customers who contacted GetYourGuide with a pre-booking request have a higher intent of booking an activity. What we still don’t know is to what extent your work has an influence on customers making a decision to book.
The first step to implement a full Concierge service is to:
understand the influence that your work has on customers’ decisions
and that’s the goal of this experiment.
Who is part of Concierge?
Participants of the experiment
35 Care representatives were randomly selected across all our offices covering 5 core languages: English, Spanish, Italian, French & German.
Who's our target audience?
Who's our target audience?
Customers who contact us via the contact form (email) with a pre-booking request to one of the selected 40 cities (You’ll see in the next slides which cities are part of the list). All types of pre-booking requests are part of this experiment, regardless if customers are specifically asking for recommendations or not.
about 1 of the selected 40 cities
via the contact form
concierge opportunity
pre-booking question
customers
Processing Concierge Pre-Booking tickets
How to process Concierge contacts
Work as usual, answering calls, processing chats and tickets in FreshDesk. Once you get assigned a pre-booking ticket created via the contact form proceed as follows:
While navigating through the presentation, click on the elements that vibrate to find out more about them.
Trainer's note:
1. Did the customer mention one of the 40 cities on this list?
this list?
NO
YES
How to process Concierge contacts
If the customer mentioned one of the 40 cities on the list, make sure you:
1. Click on: Execute scenario -> Care CCG
- By doing this you will mark the ticket as eligible to Concierge recommendations.
- Once the ticket is marked, it will remain assigned to one of the members of the Concierge project.
2. process the ticket as usual
- Categorize the ticket accordingly
- Make sure you have answers to all customers’ questions
- Ask follow-up questions if you need more information
How to process Concierge contacts
Once you have written the reply, and before sending it to the customer, ask yourself this question:
3. did I fully answer the customer's questions?
NO
YES
How to process Concierge contacts
Once you have the answer to all customers’ questions, it’s time to leverage this pre-booking contact by adding some recommendations or suggestions for a 48h itinerary:
4. Add one of the Care CCG canned responses in your final communication
These canned responses are single sentences and they were specifically prepared for the Concierge experiment. The text contains a placeholder for links that give customers a selection of recommended activities in their destination. Choose the canned response that fits better your text, and place it at the end of your email, before your closing greetings.
Concierge (CCG) Canned Responses
How to process Concierge contacts
Once you have added the canned response at the end of your email, make sure to...
5. add the respective link to the canned response for the city that the customer mentioned
There are two types of links you can provide to the customer. Decide case-by-case which one fits better to a specific customer:
48h itineraries
Public wishlists
In a nutshell
Did the customer mention one of the 40 cities on the list?
YES
NO
Process the ticket as usual
Click on: Execute scenario -> Care CCG
Process the ticket as usual
NO
get answers to customer's questions
do you have the answers to all customer's questions?
YES
Add one of the Care CCG canned responses in your final communication
add the respective link to the canned response
48h itineraries
Public wishlists
FAQ
FAQ
1. Do i need to treat customers who are part of the concierge experiment differently?
No, you need to use the same customer-centric approach with concierge and non-concierge contacts. Soft skills reminder:
- Be clear in your reply
- Make sure you answer all customer's questions
- Anticipate customer needs if possible
FAQ
2. How can i add the 48h itinerary or the wishlist link as a hyperlink?
FAQ
3. What if there is no 48h itinerary in the customer's language?
WISHLISTS: All the wishlists are available in the 5 supported languages. 48h ITINERARIES: If the 48h itinerary is not available in the customer's language, send the English version of it, or send the wishlist in the customer's language. Note: Changing the language (e.g. English to Spanish) or the domain (.com to .es) for 48h itineraries will not automatically translate the text. Itineraries in different languages are manually translated and adapted to other languages
FAQ
4. What if another colleague already sent the concierge canned response. Do I need to resend it?
First of all make sure you can answer all the customer's inquiries. If that's the case, you can send a different concierge canned response and add a different resource (if your colleague sent the 48h itinerary you can send the wishlist, or viceversa). In general, always check the previous communication between customers and the Care team in order to avoid repeating the same canned response.
FAQ
5. can I send customized recommendations to the customer or should i stick to the wishlist / 48h itinerary?
If customers are asking for recommendations, or if they mention specific activities you should process the request as usual. At the end of your final answer, you then add either the public wishlist or the 48h itinerary as additional information for the customer. Remember, we need to make sure that all customer’s questions are fully answered. That also includes making customized recommendations if they are asking for it!
FAQ
6. how can i incorporate the canned response into the text?
Check the following 3 examples:
Useful Resources
Useful Resources
Ask your supervisor to provide you with the access to the following file. It has the links of wishlists and Itineraries you'll need to add to those tickets that you mark as part of the experiment.
[CCG 2021+] Support material & feedback file
Canned Responses
Feedback, Questions & Comments
Public Wishlists & Itineraries
Congratulations!
You are a Concierge expert now
It's time to start your assessment by clicking NEXT in the orange button located at the bottom right of the GrowthHub interface.
Concierge Training
Mariana Oliveira
Created on November 3, 2021
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Transcript
Concierge Experiment
This learning track will cover:
Who is part of Concierge?
Why Concierge?
What's Concierge?
Processing Concierge tickets
FAQ & Useful Resources
Who's our target audience?
Start
What's Concierge?
Concierge (CCG)- The concept
The word concierge comes from the old French word “comte des cierges.” The comte des cierges was a person responsible for maintaining the lighting and cleanliness of medieval palaces.
Our work, though, will extend far beyond just maintaining our customer's candles lit. We will offer a differentiated service, with the goal of helping our customers find the best activities for their trip.
Why Concierge?
What's the reason for this initiative?
This project is part of the Seamless initiative, which aims to improve the customers' experience while using GetYourGuide products. The focus point of the Concierge project is pre-booking contacts. Until now 11.4% of pre-booking interactions turned into bookings:
From all CARE contacts via the contact form
27%
27%
From all pre-booking contacts
11.4% turned into a booking
11.4%
were Pre-booking contacts
Sample Size: Jan-Sept 2021
What's the reason for this initiative?
Analyzing the existing data, there is an incredible opportunity to turn those pre-booking contacts into actual bookings, mainly because customers who contacted GetYourGuide with a pre-booking request have a higher intent of booking an activity. What we still don’t know is to what extent your work has an influence on customers making a decision to book.
The first step to implement a full Concierge service is to:
understand the influence that your work has on customers’ decisions
and that’s the goal of this experiment.
Who is part of Concierge?
Participants of the experiment
35 Care representatives were randomly selected across all our offices covering 5 core languages: English, Spanish, Italian, French & German.
Who's our target audience?
Who's our target audience?
Customers who contact us via the contact form (email) with a pre-booking request to one of the selected 40 cities (You’ll see in the next slides which cities are part of the list). All types of pre-booking requests are part of this experiment, regardless if customers are specifically asking for recommendations or not.
about 1 of the selected 40 cities
via the contact form
concierge opportunity
pre-booking question
customers
Processing Concierge Pre-Booking tickets
How to process Concierge contacts
Work as usual, answering calls, processing chats and tickets in FreshDesk. Once you get assigned a pre-booking ticket created via the contact form proceed as follows:
While navigating through the presentation, click on the elements that vibrate to find out more about them.
Trainer's note:
1. Did the customer mention one of the 40 cities on this list?
this list?
NO
YES
How to process Concierge contacts
If the customer mentioned one of the 40 cities on the list, make sure you:
1. Click on: Execute scenario -> Care CCG
2. process the ticket as usual
How to process Concierge contacts
Once you have written the reply, and before sending it to the customer, ask yourself this question:
3. did I fully answer the customer's questions?
NO
YES
How to process Concierge contacts
Once you have the answer to all customers’ questions, it’s time to leverage this pre-booking contact by adding some recommendations or suggestions for a 48h itinerary:
4. Add one of the Care CCG canned responses in your final communication
These canned responses are single sentences and they were specifically prepared for the Concierge experiment. The text contains a placeholder for links that give customers a selection of recommended activities in their destination. Choose the canned response that fits better your text, and place it at the end of your email, before your closing greetings.
Concierge (CCG) Canned Responses
How to process Concierge contacts
Once you have added the canned response at the end of your email, make sure to...
5. add the respective link to the canned response for the city that the customer mentioned
There are two types of links you can provide to the customer. Decide case-by-case which one fits better to a specific customer:
48h itineraries
Public wishlists
In a nutshell
Did the customer mention one of the 40 cities on the list?
YES
NO
Process the ticket as usual
Click on: Execute scenario -> Care CCG
Process the ticket as usual
NO
get answers to customer's questions
do you have the answers to all customer's questions?
YES
Add one of the Care CCG canned responses in your final communication
add the respective link to the canned response
48h itineraries
Public wishlists
FAQ
FAQ
1. Do i need to treat customers who are part of the concierge experiment differently?
No, you need to use the same customer-centric approach with concierge and non-concierge contacts. Soft skills reminder:
FAQ
2. How can i add the 48h itinerary or the wishlist link as a hyperlink?
FAQ
3. What if there is no 48h itinerary in the customer's language?
WISHLISTS: All the wishlists are available in the 5 supported languages. 48h ITINERARIES: If the 48h itinerary is not available in the customer's language, send the English version of it, or send the wishlist in the customer's language. Note: Changing the language (e.g. English to Spanish) or the domain (.com to .es) for 48h itineraries will not automatically translate the text. Itineraries in different languages are manually translated and adapted to other languages
FAQ
4. What if another colleague already sent the concierge canned response. Do I need to resend it?
First of all make sure you can answer all the customer's inquiries. If that's the case, you can send a different concierge canned response and add a different resource (if your colleague sent the 48h itinerary you can send the wishlist, or viceversa). In general, always check the previous communication between customers and the Care team in order to avoid repeating the same canned response.
FAQ
5. can I send customized recommendations to the customer or should i stick to the wishlist / 48h itinerary?
If customers are asking for recommendations, or if they mention specific activities you should process the request as usual. At the end of your final answer, you then add either the public wishlist or the 48h itinerary as additional information for the customer. Remember, we need to make sure that all customer’s questions are fully answered. That also includes making customized recommendations if they are asking for it!
FAQ
6. how can i incorporate the canned response into the text?
Check the following 3 examples:
Useful Resources
Useful Resources
Ask your supervisor to provide you with the access to the following file. It has the links of wishlists and Itineraries you'll need to add to those tickets that you mark as part of the experiment.
[CCG 2021+] Support material & feedback file
Canned Responses
Feedback, Questions & Comments
Public Wishlists & Itineraries
Congratulations!
You are a Concierge expert now
It's time to start your assessment by clicking NEXT in the orange button located at the bottom right of the GrowthHub interface.