On March 9, 2020
In 2018, Botco.ai partnered with Best Western Hotels & Resorts® to introduce the brand’s innovative Best Western Rewards Chatbot to strategically enhance communication and elevate customer support for loyal Best Western Rewards (BWR) members, utilizing Facebook Messenger as the delivery method.
The Best Western Rewards Virtual Assistant utilizes AI technology to enhance and improve the guest experience while strategically investing guest communication preferences and personalized user experience. The AI chatbot drives one-to-one conversation with consumers at scale, delivering deeper and more beneficial brand engagement. Given that Facebook Messenger is the second-most popular iOS app of all time, Best Western introduced its virtual assistant on Messenger, appealing to a large subsection of the brand’s 35 million loyalty members.
The chatbot engages loyalty members and prospective members through an innovative and interactive channel, bringing them on-demand service at any hour, allowing members to link their Best Western Rewards accounts and access personalized information including points totals and elite status. It acts as a social listening tool for Best Western to better understand what questions customers frequently need answered and increases Best Western Rewards membership signups by providing a seamless signup process from the Messenger app to the Best Western Rewards website. The chatbot provides travelers with trip inspiration to encourage booking with their Best Western Rewards points and also keeps users up to date on the brand’s latest seasonal promotions.
These strategies, and more, earned the brand four prestigious awards throughout 2019:
2019 Travel Weekly Magellan Awards
Gold: Best Western Rewards Chatbot-Mobile App
Gold: Best Western Rewards Chatbot-Social Media
2019 HSMAI Adrian Awards
Silver: Best Western Rewards Chatbot-Mobile Marketing
Bronze: Best Western Rewards Chatbot–Loyalty
While chatbot usage overall is still growing for American users, Best Western found 40% of Millennials say they use a chatbot daily and more than 64% of users say that 24-hour service is the best feature of the service. Are you interested in learning how a chatbot can create an award-winning campaign for your brand? Schedule a demo with Botco.ai.