There is no doubt that Wi-Fi solutions are of great interest to many organisations, whatever their sector and size. In many cases they are not just interesting but essential, because of their close link with the customer experience.
And we are not only referring to the benefits they bring users in terms of internet connectivity, but also to the highly valuable information they provide to serve customers better and build their profiles.
This is the case, for example, in the hospitality sector, where knowing customers better makes it possible to segment them and offer fully personalised service.
Hospitality covers a broad range of organisations in the service industry, from accommodation and food and beverage to theme parks, event planning, travel and tourism in general. It therefore includes hotels, campsites, resorts, travel agencies, restaurants and bars.
Beyond a reliable, secure, high-quality connection
When you connect to the Wi-Fi network of a hospitality venue, you expect it to be reliable, secure and of high quality. You expect it to work easily on your device from the moment you arrive until you leave. And if it is free, so much the better.
But beyond the hardware layer that keeps the connection going as you move around the different areas of the venue, the software behind it must be able to properly manage every connected device, whatever its type (laptop, tablet, smartphone) or operating system (Android, iOS, Windows, macOS or ChromeOS, to name the most common).
The customer’s digital experience begins when they log in to the venue’s captive portal, and from that moment on a wealth of valuable information is generated that the business can and should make use of, while fully respecting the European GDPR, which protects citizens’ data.
We are referring specifically to customers’ digital experience, beyond the experience that can be offered in the many physical aspects of their stay, however long it lasts. Customers are becoming increasingly digital, a trend that the pandemic has greatly accelerated.
Making the most of the power of data
Fortunately, our Octopus Wifi solutions extract great value from data, not only by recording details while devices are connected, but also thanks to the data analytics tools included in the management platform. They can also be integrated with the business’s ERP and CRM systems, expanding their capabilities to improve customer knowledge and optimise marketing initiatives with our Octopus Marketing module.
With our platform you can find out where and when customers use each space and offer them consistent, segmented information. You can even use this information to cut operating costs, optimising air conditioning or cleaning schedules for each area, or for rooms in the case of accommodation.
The enormous value of forms and surveys
Surveys, asked at the right moment, can be an invaluable source of information for providing the best customer service, both during the stay and after the customer leaves. They are also a source of learning for continuous improvement.
During the sign-in process itself, the captive portal form can include a few questions (age, gender, interests…) that later determine what information to offer each customer about the facilities, or about the venue’s own or third-party activities they can enjoy during their stay. This helps them make informed decisions, with exclusive online content fully aligned with their preferences.
You can also filter the content guests access when browsing (by adding our Octopus Filtering module), which not only avoids the dangers of an open web that can let malware in, but also supports parental control when minors connect to your Wi-Fi network.
At Octopus Wifi we have extensive experience in deploying Wi-Fi connectivity solutions for the hospitality sector, and we are confident we can help increase your customers’ satisfaction. Contact us with no obligation.