05-18-2022, 09:56 PM
Dears,
recently, there was a discussion on our Italian forum about the difficulty
your customers have in accessing at Check-in Online. Exactly here:
https://wubook.net/forum/showthread.php?...ht=checkin
To introduce the topic, let me describe the problem again.
There are two contexts in which accessing the check-in can be more
difficult than a simple click. As you know, it is possible to send guests a
direct link, but this practice has two exceptions:
1. Booking.com, in forwarding email messages to customers,
intentionally breaks the direct link;
2. Anyone who has a WuBook/Zak Minisite knows well that one of the
menus is Online Check-in. See here for example:
https://www.villanencini.it/it/
Now, when customers access from a generic link, they are required to
specify information that can authenticate them, so that they are immediately
sent to their own reservation page. In the Italian thread I mentioned here
above, a hotelier asked to simplify the login to the right reservation page,
perhaps by removing a minimum of security, to make access easier.
I promised we would do some analyses and that's what we did.
So here we are to tell you what happens on the Online Check-in.
So, in the meantime, I must say that Online Check-in is used massively.
Much more massively than what I believed. Yesterday alone, we recorded
about 2000 self check-ins of yours guests.
And I must say that most of your customers already manage very well to
access the system, without too many complications. I remind you that Zak's
Online Check-in has "smart" mechanisms: even if your customers miss a few
letters, for example, Zak manages to make up for things well.
By analyzing the operations of those who, on the other hand, cannot log in,
we have found the most common problems:
1. Name and Surname are reversed
It seems that customers registered on Zak sometimes have first and last
names. This is to be clarified, but it doesn't matter: Online Check-in has
been enhanced, so that it is resilient to these inversions too. Even if you
swap first and last names, things are now working out great.
2. Multiple names or surnames
This is the case of (found on Google) "Sacha Baron Cohen". These cases
are now also covered. Zak does his homework and tries to understand if,
in this case, the customer is specifying his data well, even if incomplete.
3. Metrics
However, we decided to loosen the mechanisms a bit. Zak is now more
tolerant than that typos, for example. And at the same time, there were
situations in which it was demanded that surname, name and email were
all necessary. Now just a couple of these.
What else to say? I am very happy that this nice Zak feature is taking off.
Seeing it so used. I'm even happy twice. The first because we always like it
(like everyone else) to know that the work done is useful. And then because
we realize that these results are also due to your professionality.
Online Check-in works so well because you are communicating excellently
with yours customers, inviting them in the right ways and at the right times.
We are grateful to You for this, because it is clear that the value of a software
is also very much linked to the ways in which users use it.
Thank you all for your attention and good work!
recently, there was a discussion on our Italian forum about the difficulty
your customers have in accessing at Check-in Online. Exactly here:
https://wubook.net/forum/showthread.php?...ht=checkin
To introduce the topic, let me describe the problem again.
There are two contexts in which accessing the check-in can be more
difficult than a simple click. As you know, it is possible to send guests a
direct link, but this practice has two exceptions:
1. Booking.com, in forwarding email messages to customers,
intentionally breaks the direct link;
2. Anyone who has a WuBook/Zak Minisite knows well that one of the
menus is Online Check-in. See here for example:
https://www.villanencini.it/it/
Now, when customers access from a generic link, they are required to
specify information that can authenticate them, so that they are immediately
sent to their own reservation page. In the Italian thread I mentioned here
above, a hotelier asked to simplify the login to the right reservation page,
perhaps by removing a minimum of security, to make access easier.
I promised we would do some analyses and that's what we did.
So here we are to tell you what happens on the Online Check-in.
So, in the meantime, I must say that Online Check-in is used massively.
Much more massively than what I believed. Yesterday alone, we recorded
about 2000 self check-ins of yours guests.
And I must say that most of your customers already manage very well to
access the system, without too many complications. I remind you that Zak's
Online Check-in has "smart" mechanisms: even if your customers miss a few
letters, for example, Zak manages to make up for things well.
By analyzing the operations of those who, on the other hand, cannot log in,
we have found the most common problems:
1. Name and Surname are reversed
It seems that customers registered on Zak sometimes have first and last
names. This is to be clarified, but it doesn't matter: Online Check-in has
been enhanced, so that it is resilient to these inversions too. Even if you
swap first and last names, things are now working out great.
2. Multiple names or surnames
This is the case of (found on Google) "Sacha Baron Cohen". These cases
are now also covered. Zak does his homework and tries to understand if,
in this case, the customer is specifying his data well, even if incomplete.
3. Metrics
However, we decided to loosen the mechanisms a bit. Zak is now more
tolerant than that typos, for example. And at the same time, there were
situations in which it was demanded that surname, name and email were
all necessary. Now just a couple of these.
What else to say? I am very happy that this nice Zak feature is taking off.
Seeing it so used. I'm even happy twice. The first because we always like it
(like everyone else) to know that the work done is useful. And then because
we realize that these results are also due to your professionality.
Online Check-in works so well because you are communicating excellently
with yours customers, inviting them in the right ways and at the right times.
We are grateful to You for this, because it is clear that the value of a software
is also very much linked to the ways in which users use it.
Thank you all for your attention and good work!