In a bid to ensure a hassle-free booking experience and stay for its guests, OYO has introduced OYO Assist, an in-application support platform, with self-serve flows that offers features ranging from booking modification to enquiry on OYO hotel policies to claims for refunds on bookings, all at the touch of a button. OYO Assist is a first-of-its-kind consumer product in the hospitality industry providing end-to-end automated resolution to customers.
An addition to the OYO customer application, OYO Assist will give customers a seamless and customized stay by transforming the hotelâ€™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, thus providing transparency in access to issues raised, support issues registered and more. This latest inclusion to the mobile app is in line with OYOâ€™s pioneering use of technology in budget hotel operations, enabling users across properties to have a personalised experience.
Commenting on the development, Anil Goel, Chief Technology Officer, OYO, said, â€śTechnology has been the biggest driver for OYO in creating value for our customers as well as Indiaâ€™s hospitality industry at large. 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 captainâ€™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 overall guest experience at every touch point!â€ť
Through innovation in technology, OYO has established its leadership in the budget hospitality segment. OYO believes that OYO Assist will put many aspects of the property experience at the guestâ€™s fingertips, throughout their association with the brand. Through positive guest experiences, OYO hopes to encourage repeat users and boost its loyal customer base.
Some of the key features that OYO Assist offers include claiming refund from the application directly to the bank account immediately after receiving details from the customers. It also helps in raising service issue from the application while getting resolution in stipulated time. The escalation directly flows to the Property Managerâ€™s tablet and if he is unable to resolve the issue in 30 minutes, OYO will provide them with automated resolution â€“ shifting to a new property or refund for the inconvenience.
In addition, the application also provides various booking modifications including 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. This not only offers customers greater autonomy during their stay, but also helps save time by ensuring that any queries are addressed at the earliest.
With the help of technological innovations such as this, OYO aims to consolidate its vision of creating beautiful living spaces across India, Nepal, China and Malaysia and enable customers to experience them seamlessly.