Tourmie Messages revolutionizes guest communication by empowering you to automate key interactions and deliver personalized experiences throughout the guest journey. From automated welcome messages and pre-arrival reminders to personalized offers and instant updates, Tourmie simplifies the process, saving you time and effort while enhancing guest satisfaction.
Understanding Messages
Types of Messages
1. Automated Messages
Set and forget! Create pre-designed messages that are automatically sent based on specific triggers (e.g., new booking, check-in, and check-out).
💡 With Tourmie's automated messages, you can easily send each guest their personalized guide, tailored to their personal and booking details.
🔗 View a step-by-step guide for Automated Messages here.
2. Direct Messages
Send direct messages to guests for specific needs, such as addressing inquiries, sharing updates, or upselling services.
Benefits of using Messages
Improved Guest Experience: Enhance guest satisfaction with timely and personalized communication.
Increased Efficiency: Automate repetitive tasks and save time.
Enhanced Brand Image: Create a consistent and professional brand image.
🔗 View a step-by-step guide for Direct Messages here.
Communication Channels
Tourmie offers a variety of communication channels to ensure effective and timely interactions with your guests. Each channel has its unique advantages and is best suited for specific use cases.
Types of Communication Channels
Ideal for: Detailed information such as check-in/check-out procedures, accommodation guidelines, and pre-arrival information.
Benefits:
Can convey substantial amounts of information.
Provides a permanent record for guests to reference later.
Can be easily automated for large-scale communications.
SMS
Ideal for: Urgent, time-sensitive notifications like check-in reminders, last-minute changes, or emergency alerts.
Benefits:
High open rates and quick delivery.
Accessible even without an internet connection.
Great for short, concise messages.
Push Notifications
Ideal for: Real-time updates, time-sensitive alerts, and promotional messages.
Benefits:
Delivered directly to the guest's device.
Can be highly personalized based on guest preferences.
Are free.
Requirements:
Guests must have enabled push notifications within your guest guide.
Ideal for: Personalized conversations, addressing specific guest inquiries, and providing real-time assistance.
Benefits:
Offers a more personal and conversational tone.
Widely used and familiar to most users.
Requirements:
Guests must have the WhatsApp app installed.
Choosing the Right Channel
The most effective communication strategy involves using a combination of these channels. Consider the following factors when selecting a channel:
Urgency: For immediate alerts, SMS and push notifications are ideal.
Content: Detailed information is better suited for email, while brief updates are better for SMS or WhatsApp.
Offers: For special promotions or discounts, push notifications and WhatsApp are great channels.
Personalization: For highly personalized messages, email and WhatsApp is a great option.
Creating Your Messages
Choose message type: Select either "Automated" or "Direct" based on your needs.
Choose template: For automated messages, select from existing templates or create a new one.
Define triggers: For automated messages, specify when the message should be sent (e.g. after a booking is created, 1 day before check-in).
Select delivery method: Choose from email, SMS, push notifications, or WhatsApp to reach your guests.
Compose your message: Create the content of your message. You can use the shortcodes to automatically insert guest, booking, and property details, such as guest names, check-in dates, and personalized guest guide URLs.
Select recipients: Choose specific guests, properties, or channels for your message.
Schedule your messages: Enable your automated message or send/schedule your direct message.
Managing Your Messages
1. Templates
Easily view, edit, and delete your saved message templates.
💡 You can duplicate and customize existing templates to quickly create new messages and save time.
2. Timeline
View a complete history of sent and scheduled messages.
Explaining the Statuses of Scheduled Messages:
Pending: The message has been scheduled.
Queued: The message is queued.
Sent: The message has been sent.
Skipped: The message has been skipped.
Canceled: The message has been canceled.
3. Filters
Quickly find specific messages using filters such as date, property, message type, or message status.
For example: If you want to resend skipped messages,
Click on the "Filter by status".
Select "Skipped" from the dropdown menu. This will display all messages that were not successfully sent to guests.
Click the "Resend" icon located next to each skipped message.
4. Search
Search for messages using keywords or phrases.
Best Practices for Effective Messaging
Timing: Consider the best time to send messages to avoid disturbing your guests.
Frequency: Avoid overwhelming guests with too many messages.
Personalization: Use guest names and reference their booking details.
Shortcodes: Use shortcodes to dynamically insert guest and property information into your messages (e.g. guest name and personalized guest guide URL)
Content: Keep messages clear, concise, and easy to understand.
Call to action: Encourage guests to respond or take specific actions.