How Equinox Hotels delivers spectacular site-wide brand experience

Industry

Hospitality

Platform

Website

Live Since

May 2022

Product Used

Customer Care

We were looking to design a single platform that would drive exponential conversions in minimum time. Haptik helped us achieve exactly this through a conversational commerce-led chatbot. With Omar, we are able to offer relevant support to our guests - all by engaging in simple, natural and direct conversations.

– Katie Tardif, Brand Director, Equinox Hotels

Equinox Hotel New York, is a luxury lifestyle destination located in Manhattan’s new west side, Hudson Yards. It features 212 guest rooms, five distinct suite types, a 27,000 square foot spa, a 60,000 square foot Equinox fitness club and an unrivaled address.

The Equinox Hotel is an urban oasis that creates the perfect retreat to restore and regenerate. The ideal escape to restore balance both mentally and physically, Equinox Hotels promises an environment where guests can enjoy a tranquil experience throughout their stay.

Challenge

Equinox Hotels wanted to provide a seamless digital experience to its website visitors.

The key objectives of the solution included:
Increase bookings by offering seamless customer support
Upsell services to increase order value
Reduce on-property call volume
Improve query resolution and consistency

Solution

Equinox Hotels partnered with Haptik to build Omar, an Intelligent Virtual Assistant on their Website to ensure 24/7 customer support and reduce the time taken to book rooms, lower call volume creating a channel shift to messaging and enable users, discover services, experiences and offerings, and upsell.

Essentially, Omar helps to:

Assist the customer during the booking journey with resolution of repetitive queries such as room selection, explore amenities, payment support, etc.
Plan and manage guests' experience
Manage special requests through its bespoke concierge service.