HITEC 2015 NEWS: ZDirect Debuts Response Center Feature

ZDirect has announced the latest enhancement to its eMarketing solution: an innovative new Response Center that gives properties the ability to quickly respond to guest feedback and provide improved service, via a centralized easy-access online portal.
The Response Center provides hotel staff with a rapid, convenient and direct way to respond to guest satisfaction survey feedback, while making ongoing conversations easy to read and analyze, via a streamlined email thread design that sorts based on priority. Response Center is also enhanced by ZDirect’s Sentiment Analysis engine, which classifies feedback comments as either positive or negative, allowing hoteliers to sift through data much faster in order to address the most pressing issues first. Hotels can easily prioritize and respond to surveys in a way that simplifies staff workloads and safeguards guest satisfaction, while maximizing the potential for future revenue.
When guest survey responses are completed and submitted online, property staff are automatically alerted and prompted to log in and reply. The system also keeps track of conversation history, utilizing the platform’s ability to link survey emails and responses to each guest profile maintained by a property. ZDirect’s Response Center has the unique ability to capture entire conversations between a property and its guests, thus providing property staff with relevant background information at their fingertips. By responding directly from the ZDirect platform, properties can more quickly recover from guest satisfaction issues before they are potentially posted to social media and online review sites.
Response Center augments ZDirect’s overall Marketing Automation functionality. Alongside the user-friendly Survey Dashboard, existing features such as multi-property survey and reporting functionality combine in an all-in-one solution to provide hoteliers with unmatched control and insight into understanding guest preferences. These are vital tools that equip management with the ability to improve guest satisfaction, while mitigating the effects of less than desirable experiences before they have the potential to negatively impact property reputation. 
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