Infor Helps Hospitality Companies Measure Social Sentiment

Infor has announced the availability of social sentiment measurement capabilities within the Infor Hospitality Management System dashboard. Built through a new strategic collaboration with TrustYou, hoteliers now have the tools to integrate TrustYou’s data into Infor’s existing Hospitality suite via a series of dashboard-embedded widgets – providing real-time access to social sentiment that will aid staff in improving guest satisfaction to encourage more bookings.

 

Through this added data, strengths and weaknesses can be identified in real-time so that hoteliers have the ability to rectify guest concerns more rapidly. Specifically, these three new widgets – Seal (TrustScore), Source and Review - powered by semantic data from TrustYou, look through millions of opinions from more than 200 different sources in 23 different languages on review and booking sites, blogs, forums, and communities and streamline them into a straightforward, digestible summary for properties to address as they see fit.

 

The Seal Widget displays a hotel’s overall TrustScore, an independent score that represents aggregated online opinions of hospitality consumers around the world. The Sources Widget gives staff an overview of numerous review websites where the hotel is represented so properties can better manage their online reputation by filtering reviews in a wide variety of ways - source, data, sentiment, category, etc., to better understand where customers are writing reviews and manage the hotel’s reputation across each source. Finally, the Review Widget displays current reviews of a hotel. Hoteliers can take instant action to remedy poor reviews or issues through a task management feature that prioritizes them to enable more timely responses to the most critical matters.

 

As online communities continue to grow, it’s more important than ever for hoteliers to really grasp what’s being said about them in public forums. Now, management can quickly engage guests when a positive or negative review is written, directly from the Infor dashboard, within a single click Also, upon check-out, staff can encourage guests to provide feedback on their experience, which will roll up into the overall TrustScore and amount of reviews, making the property more marketable for future bookings.