Vacation Rentals • France

How DuveAI Improved Welkeys Response Rates by 20%

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Vacation Rentals
Improved response rates
Increased efficiency

Introduction

Welkeys is a premium vacation rental service with concierge services across France and supports owners in the management of their seasonal rentals from A-Z. The Welkeys team handles an average of 100-150 check-ins and 50-80 check-outs on a daily basis, with nearly 80-90,000 guests annually. Present in 30 French destinations, Welkeys manages more than 1,600 properties and welcomes travelers from all over the world.

This case study explores how Welkeys leveraged DuveAI to streamline their communication process and enhance their guest experience.

DuveAI has been instrumental in enhancing our guest experience. It helps us respond promptly and effectively when our clients need us the most. The tool's ability to raise urgent conversations to our attention at the right moment has improved our response times and operational efficiency. We are eagerly anticipating the future phases of DuveAI

Dorottya Debreceni

Customer Experience Manager

Key Challenges

High Volume of Communications: Dealing with an average of 100 check-ins and 50-80 check-outs daily, the guest-facing teams at Welkeys are challenged with around 50-60 messages per day (excluding phone calls for which they are also responsible). With a small team managing all guest communications, prioritizing and responding to this high-volume of messages in a timely manner was a significant challenge.
Prioritization of Messages: The customer service team at Welkeys works in shifts where in each shift, team members start at the bottom of their inbox and work their way up. This method was time-consuming and did not allow for prioritization based on the urgency of the messages.
Response Times: Part of Welkeys’ promise to customers is to always meet guest expectations in the most efficient way possible. Travelers nowadays want immediate, on-demand service especially when it comes to urgent questions or issues. With the high volume of messages and lack of prioritization, response times were longer, potentially impacting guest satisfaction.

Duve’s Solution

Welkeys had been using Duve’s Guest Experience solution for several years, and became an early adopter of DuveAI’s SmartPriority, which automatically analyzes and assigns priority levels (low, medium, or high) in Duve’s Communication Hub. SmartPriority has allowed Welkeys to respond promptly to guest inquiries, improving their response times and operational efficiency and enhancing their guest experience.

The Results

Increased Efficiency: SmartPriority’s formula has significantly improved Welkeys’ operational efficiency. The tool’s ability to highlight urgent matters, such as a guest’s complaint about a water leak, enables the team to address issues promptly. This immediate attention to critical matters not only expedites problem-solving but also allows the team to allocate their resources more effectively.
Improved Prioritization: SmartPriority has revolutionized the way Welkeys handles guest communications. The team now operates on a priority-first approach, addressing high-priority conversations first, followed by medium and low-priority ones. This feature, facilitated by DuveAI, has not only set an urgency-first mindset in the team but also significantly enhanced their organizational efficiency.
Enhanced Guest Experience: Within just a month of implementing DuveAI’s SmartPriority, Welkeys saw a 20% improvement in their response times. They were able to answer more messages in a shorter time frame in June compared to May. This increased responsiveness has had a positive impact on guest satisfaction, as guests appreciate the immediate attention to their needs.

Conclusion

Welkeys’ experience with SmartPriority by DuveAI demonstrates the power of AI in enhancing guest communication and experience. By effectively prioritizing messages and improving response times, SmartPriority has helped Welkeys deliver superior service to their guests, reinforcing the importance of AI in the hospitality industry.