Crave Instant Video allows hotel guests to instantly connect with relevant hotel staff from anywhere via a video chat link.
It has been designed specifically for the hotel environment and is incredibly easy to deploy and for hotel staff and guests to use.
The Instant Video service helps create memorable guest experiences with a personal touch for your guests, while maximising the efficiency of your guest facing staff.
The beauty of Instant Video is that staff can be located anywhere, and can service guests from multiple hotels and countries.
As calls are answered, staff know which guest from which hotel is calling, what service they want and what language they are expecting.
No need to worry about always having your Instant Video service manned at all times.
Guests are shown how many agents are available, and if there are none they are politely informed and invited to leave a message or book a call back.
If agents are unexpectedly not available to handle a call, the caller is not left in the lurch. After 20 seconds a message apologises for the delay and asks if they would like to continue, or leave a message.
Staff simply log in via a PC browser to their Instant Video agent portal, which is easy to understand and use.
Their profile identifies which languages they speak and which services they can deal with. Their location is protected with background blur, enabling home working or untidy office environments.
Visual and audio prompts let agents know a guest is calling, and can include information on the caller and their hotel.
Each call has an integrated chat function. As well as a handy chat channel, this is particularly useful for sharing links, templates for common questions, documents, etc.
It is very useful for sharing links, getting clients to clarify the spelling of their name, email etc.
The chat channel can be used to pass specific payment links to clients for secure instant payment.
Agents are able to take control of the browser screen to show the guest relevant information and web pages.
For example, concierge staff can show guests the specific location of show seats or the menu and location of a local restaurant.
An optional feature is for calls to be recorded with a transcript automatically created. These can be added to client notes in your CRM and used for quality and training purposes.
Clients are advised upfront with a clear message if the call is to be recorded.
Make sure guests and callers get a personalised, seamless experience with the ability to transfer calls to another agent.
If you are unable to further assist, or simply want to pass on a guest to another department, the Instant Video platform allows you to invite another agent to your active call and stay on the line as you hand over the guests' needs and expectations. You are then free to leave the call after handing off the caller.
Crave Instant Video offers language support with a central multi-lingual team, enabling hotel groups to serve international guests with ease.
Payments can be requested and easily made by passing a payment link to the guest via the integrated chat.
As with all Crave solutions, Instant Video can be branded with your colors, logo and styling.
We recognise that security is essential for a hotel integrating real time communications into its website, app or service. Crave Instant Video is a reliable and secure platform with end-to-end encryption of all video calls and associated chat.
We use the AES cipher with 128-bit keys to encrypt audio and video, and HMAC-SHA1 to verify data integrity.
Crave Instant Video includes comprehensive reporting and data.
Every call and every action is recorded and reported against, providing valuable management insight into guest calls, service levels and individual staff performance.
All data capture is compliant with GDPR and other relevant data laws.
Instant Video can also be accessed by the guest on their mobile from anywhere.
A simple QR code enable access and it can be easily integrated into hotel mobile Apps and websites.
Crave Instant Video can be provided to guests on our T3 in-room tablet range.
Guest can instigate one-way video call with staff whereby the guest is audio only and their privacy within the hotel room protected and respected.
In-room video service is like having a butler service for all guests.
And if you are selling Vacation Club packages to your guests, you'll find the combination of Crave tablets and Instant Video highly effective.
Give your guests the option to access staff instantly via an email link. If you regularly send out a pre-stay email with information on the local area and options for room upgrades, it's easy to include a link to your Instant Video service.
With a live video chat you're able to offer guests exceptional personalised service before they've even got to your hotel, while increasing your opportunities for upselling and cross selling.
Guests can make a video chat call using the kiosk to available agents providing great service in a modern manner.
Instant Video provides a “wow” to guests, and enables better service with fewer staff. Guest privacy is protected with video chat being one way only on the kiosk.
If you are a vendor looking to offer Instant Video to your clients or customers either affiliated or entirely white-labeled, please contact us to discuss partnership options.
Could Crave Instant Video help your hotels provide exceptional guest service with instant face-to-face video?
Take a closer look with a demo and a chat with a member of the Crave team - submit the form and we'll be in touch to arrange a suitable time and date!