Patrick Cheeseman

VP Customer Experience
HotelTonight

Check out the incredible speaker line-up to see who will be joining Patrick.

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Be Our Guest: Extending Digital Solutions To The In-Trip Experience

Sunday, February 4th, 2018

14:20 Utilizing Digital Customer Service To Assist Your Customers

From booking to onsite to post-experience, travelers flock to online for answers to their questions; it’s imperative to be responsive and thorough on all digital outlets to not lose business and loyalty. Patrick Cheeseman, share his experiences on how digital customer service has built—and saved—business:
• How to be present on your online site to respond to customers’ “issues” while connecting your customer service outlets:
o Company hotline
o Product customer service
o Social customer service
• Teaching (or displaying) empathy in a digital context
• Finding the most effective channels for your audience (demographics for the product, etc)
• Getting key stakeholders to understand how a disconnect with customers can be costly to the business