OYO Assist is expected to bring customer autonomy in its mobile application by providing end-to-end automated resolution to customers.
Unicorn hospitality startup OYO launches OYO Assist to ensure a hassle-free booking experience for its customers. It is an in-application support platform that provides end-to-end automated resolution to customers, ranging from booking modification to enquiries on OYO hotel policies to claiming for refunds on bookings, all at the touch of a button.
The new feature promises to give customers a customised stay by transforming the hotel’s digital ecosystem into a personal hotel assistant with the ability to fulfil requests for services, and answer queries on hotel policies, cancellation, and modify bookings, enabling transparency in access to issues raised, support issues registered etc.
It helps to claim the refund from the application directly to the bank account immediately after receiving the details from the customers.
“Customer centricity has always been a key focus area for us. With OYO Assist on our mobile app for customers, we are putting guests in the captain’s chair. The technology we offer our guests is smart, instinctive, and creates a more connective and convenient experience during their stay. With this, we can now resolve concerns faster and improve the overall guest experience at every touch point,” says Anil Goel, CTO.
OYO Assist will also help in raising service issue from the application while getting resolution in estimated time. As soon as one raises the issue, it directly flows to Property Manager tablet and if he is unable to resolve the issue in 30 minutes, OYO will provide them with automated resolution – shifting to a new property or refund for the inconvenience.
In addition, the application also provides various booking modifications including a change in date, occupancy, number of rooms, early check-in, late check-out, cancellation or no show charges. It also helps automatically shift or upgrade a guest to a different hotel in case of any issues in the hotel originally booked.
OYO Assist claims to offer its customers greater autonomy during their stay and helps save time by ensuring that their queries are addressed at the earliest.