A new phase in our support: Proactively working together for your success!

At Booking Experts, the happiness of our users always comes first. We pride ourselves on being a software provider that is not only responsive, but also involved in the success of our users. Today we want to inform you about an exciting change coming to our service, a change that will allow us to be even more responsive to your needs.

From reactive to proactive

"Until now, we have primarily responded to inquiries that have come to us via email, chat or phone. Although we have always done this with care, we realize that we can do more. We don't just want to support you with questions, but we also want to be proactive in coming up with an action plan that helps you achieve your goals. Think about the optimal use of tools such as the BEX PMS and BEX CMS, but also about looking ahead together: at future developments - both within our software and in the market - and what they mean for your organization."- Maureen Ilboga, COO Booking Experts.

Working together on developments

We believe that collaboration is the key to success. That's why we want to involve you even more in the developments of our software. We plan to not only inform you about new features, but also look together at the best ways to apply them in your organization. Your feedback is crucial at this stage and we want to make sure you feel heard.

Smart technologies: The role of AI

To enable this transformation, we are going to make even greater use of Artificial Intelligence (AI). "With the growth of our software and our business, we find that we spend a lot of time answering questions that have actually been answered or documented before. This not only creates unnecessary wait times for our users, but also limits our space as Support Specialists to focus on the complex questions that really need attention." - Iris Leeuwerink, Customer Support Specialist Booking Experts.

This is why we are developing an AI agent that can be in direct contact with you. This agent will be able to start the conversation based on our knowledge base and previously given answers. This means you can get answers to frequently asked questions faster, and in your own language. And if you prefer to talk to a Support Specialist, that can always be indicated. The AI agent makes sure you get to the right person quickly.

Faster response and better support

With the help of our AI agent, we expect a much faster response time and better answers. This allows our Support Specialists to focus on the questions that require more attention. In addition, our Customer Success Managers will have more space to engage with our users and build a bright future together. In addition, the use of AI will give us better insight into the nature and frequency of questions. We will use these insights as valuable input for product development, so that we can make our platform even more user-friendly.

What can you expect?

Behind the scenes, we are already working hard on these changes. Soon our users will be able to use a renewed knowledge base in which AI will play an important role. As a user, you will notice that the distance between your question and our answer will become shorter. Literally. Whether you have a technical question, need help with guest information, or just want to spar, you will get a faster response from the right person, in your language. In addition, we are currently setting up and building our AI agent and expect to roll it out after the summer. "We believe these changes are a great step forward, both for you as a user, and for us as an organization. - Maureen Ilboga, COO Booking Experts.