Get an integrated customer view with our connected solutions
As they say, data is king. Having an integrated view of the customer gives operators the whole picture, which can help drive decision making, improve the efficiency of marketing campaigns and operations, and directly impact the bottom line. Here are some of the options you’ll have with HGEM for integrating new and existing systems.
Use your CRM to recognise guests who have left a digital footprint (e.g. via booking or wifi) and invite them to provide feedback after their experience.
Pre-populate the survey with known information such as visit date, location, guest ID, and order ID or dish codes.
Use the guest ID to pass headline results back to your CRM and use for campaign segmentation - either using our API for CRMs or via a regular file export.
In the absence of a guest ID capture contact details for your marketing database (subject to consent).
Our Guest Experience Management platform, The Hub, provides a comprehensive solution for reporting and analysis, but many clients wish to integrate this with data from other sources (such as sales or labour) in their own BI system.
Your developers can use the HGEM Key Results API to access visit and question results for audits, feedback and reviews.
Or you could receive a regular data extract delivered to an sftp server or inbox.
We will liaise with any third-party suppliers to make this as easy as possible.
Import your menu so we only capture feedback on the dishes or products you're interested in.
There are a few choices depending on the capability of your POS provider: your CRM may send dish codes straight into our feedback site, or they may send an order ID for us to look up what was ordered, or we may receive a daily export of orders.
Trigger the creation of support tickets in Zendesk or Freshdesk based on predefined parameters, such as a score threshold. These are created in the name of the requester so that you can respond directly
Alternatively, you trigger the creation of a task in Trail, or manage complaints and responses in The Hub without an integration to another system.
For those with a toggle account, send gift cards directly from The Hub in response to guest feedback.
Provide us with a series of voucher codes and expiries, and we can send these to guests (from your email domain). Where it fits with your brand, this can be an effective incentive for repeat visits.
Import app ratings and comments into The Hub from all main social review platforms and delivery aggregators.
Track response rates and, for certain sites (such as Google and Facebook), respond directly from The Hub.
Compare performance per channel and per location.
See how you're stacking up against local competitors.
Embed short surveys into any of your digital channels so that the guest does not need to leave your environment.
We can provide you with the necessary code for your app developer, as well as parameters that can be passed into the survey based on what you already know about the guest or their experience.
For those with an international reach, take advantage of our partnerships with trusted suppliers in different global regions.
We have an integration with the two main suppliers of mystery shopping software.
Integrate with Fourth Engage to create employee feedback 'tasks' on the app for your team.
We can filter the list of employees for these tasks based on parameters such as department or length of service.
