At Agoda, we strive to provide our users with all the information they need to make confident booking decisions. Our property pages provide a wealth of details about accommodations, but for many users, pinpointing specific answers can be a challenge. Common questions such as, “Does this hotel offer free breakfast?” or “Is there a bar in the hotel?” often require users to sift through long pages of information.
While the Agoda Customer Messaging platform allows users to ask properties directly, it often falls short: many inquiries remain unanswered, and responses often take an average of eight hours. This delay makes it difficult for users to get the timely information they need to decide which property best suits their needs.
Statistics show that 80% of properties allow an inbox messaging feature. But only 55% of questions actually receive a response from properties.
We recognized the need for a faster, more reliable solution to address these challenges and…
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