Agoda提供幾個不同的平台,方便顧客與你聯絡並提出需求。這篇文章將解釋如何使用這些平台和顧客聯絡溝通。

你和顧客的聯絡渠道

直接撥打電話或寄電郵

在顧客完成預訂後,我們就會將你住宿的聯絡資訊分享給他。資訊將包含電話號碼和電郵(如有的話,請按你在Agoda上註冊的住宿資訊提供)。若顧客聯絡你,你可以自行回覆。

【範本】顧客入住憑證上的聯絡資訊:

Agoda顧客通訊系統

「Agoda顧客通訊系統」讓你可以和顧客使用訊息交談。如要啟用此設定,請聯絡我們以取得進一步協助。

我該如何查看並回覆訊息

顧客預訂前發送的訊息

瀏覽Agoda網站的顧客會在住宿頁面上看到以下彈出式視窗,若他們在預訂前有任何疑問,都可以透過此功能和住宿聯絡。

顧客預訂前提交的問題會直接發送至YCS上註冊的電郵。這個系統會遮蓋顧客的電郵地址,但你可以照回覆一般郵件的方式回覆該郵件。你的回覆將會發送至顧客註冊的電郵地址。

顧客預訂後發送的訊息

顧客可以透過Agoda帳戶的「收件匣」功能與住宿聯絡溝通。顧客完成預訂後所發送的任何訊息,都可在以下頁面查看:

  1. YCS Hermes訊息頁面:你可透過此功能接收或回覆顧客訊息,並建立回覆模板提高溝通效率。
    • 每個住宿編號可建立並使用個別的回覆模板。
    • 你可以使用YCS中的任何語言建立模板;自Hermes系統傳送的訊息將會翻譯成顧客的使用語言,並以電郵形式寄出。
    • YCS Hermes訊息頁面目前暫不適用於YCS App。

2. 在 YCS > 預訂 > 查看預訂 > 搜尋預訂,並點選「聯絡住客」。 你可以查看或回覆顧客訊息,或傳送新訊息給顧客。你也可以點擊按鈕,發送郵件給顧客。

3. 發送電郵

若顧客傳訊息給你,系統也會根據你在YCS「聯絡資訊」頁面中設定的資訊,發送電郵給你。你只需回覆該郵件即可。若顧客傳送的訊息與特別要求相關,你也可使用一鍵回覆功能傳送回覆給顧客,如下所示:

  • 以下是你選擇不同回覆時所顯示的內容:

  • 包括信用卡號在內的敏感數據將被遮蓋;
  • 電郵無法添加附件,但允許URL連結。(你可以上載文件至雲端系統,例如:Google Drive、Dropbox、One Drive等)

若你在16小時內尚未回覆,你將收到一封提醒郵件。

聯絡Agoda客服中心

若顧客有任何預訂或特別要求相關問題,他們可能會聯絡Agoda客服中心。Agoda客服中心可能會透過電話或電郵聯絡你,以進行下一步處理。

若你尚未啟用Agoda顧客通訊系統,你也可以聯絡Agoda客服中心,請他們代你以電話或電郵的方式向顧客轉達訊息。你可以在顧客入住憑證下方的欄位中找到我們的聯絡資訊。

常見問答

1.我在入住憑證上找不到顧客資訊,但我需要相關資訊以聯絡顧客,該如何查找?

為遵循「資料保護法」,我們不可直接與住宿分享顧客資訊。但我們為你提供一個安全的平台 – Agoda顧客通訊系統,你可以使用該系統聯絡顧客。若你尚未啟用這個系統,你可以聯絡Agoda住宿服務團隊,他們將協助你啟用。

2.我無法在Agoda顧客通訊系統中輸入我的電話號碼,因此顧客無法聯絡我,我該怎樣做?

基於安全理由,Agoda顧客通訊系統不允許分享任何卡片/個人資料。若你希望顧客直接聯絡你,你可以引導他們撥打入住憑證上的電話號碼。若你需要更新電話號碼或電郵資訊,請先在YCS的「聯絡資訊」中更新,再聯絡我們以更新入住憑證中的資訊。

3.我透過通訊系統發送訊息,但顧客沒有回覆,還有什麼其他方式可以聯絡他嗎?

你可以聯絡Agoda客服團隊,請他們將你的訊息轉達給顧客,但訊息成功轉達與否也需視乎顧客能否及時回覆我們的郵件和電話。

相關內容

Was this article helpful?

%

%

Thanks for your feedback!

We're happy to hear that! Please tell us more.
Sorry about that. Could you tell us why?

Recommended reads

Agoda celebrates Golden Circle Awards across Asia

Agoda celebrates Golden Circle Awards across Asia

Agoda celebrates Golden Circle Awards across ...

We're thrilled to share that Agoda has recently hosted the Golden Circle Awards at in Bangkok, Phuket, Hong Kong, Seoul and Tokyo

We're thrilled to share that Agoda has recently hosted the Golden Circle Awards at in Bangkok, Phuke ...

Agoda Partner Appreciation Night – Livestream

Agoda Partner Appreciation Night – Livestream

Agoda Partner Appreciation Night – Live ...

Thank you for joining us for industry insights from Agoda’s leaders!

Thank you for joining us for industry insights from Agoda’s leaders!

Protected: Agoda Partner Appreciation Night – Livestream

Protected: Agoda Partner Appreciation Night – Livestream

Protected: Agoda Partner Appreciation Night & ...

There is no excerpt because this is a protected post.

There is no excerpt because this is a protected post.

Agoda Manila hosts ‘Coffee Session’ for Growth Team

Agoda Manila hosts ‘Coffee Session’ for Growth Team

Agoda Manila hosts ‘Coffee Session̵ ...

Agoda Manila hosts 'Coffee Session' for Growth Team Partners

Agoda Manila hosts 'Coffee Session' for Growth Team Partners

Agoda launches the 3rd edition Eco Deals Program at the ASEAN Tourism – Forum

Agoda launches the 3rd edition Eco Deals Program at the ASEAN Tourism – Forum

Agoda launches the 3rd edition Eco Deals Prog ...

Agoda, the global digital travel platform, announced at the ASEAN Tourism Forum (ATF) that it has broadened its collaboration with World Wide Fund for Nature (WWF), expanding its Eco Deals Program to support eight conservation projects across Southeast Asia.

Agoda, the global digital travel platform, announced at the ASEAN Tourism Forum (ATF) that it has br ...

Agoda Manila hosts “Bites & Insights” for Partners

Agoda Manila hosts “Bites & Insights” for Partners

Agoda Manila hosts “Bites & Insigh ...

Partners feast on Bites & Insights in Manila

Partners feast on Bites & Insights in Manila

Agoda Partner Appreciation Night

Agoda Partner Appreciation Night

Agoda Partner Appreciation Night

Join us on 2 February from 18:00 (GMT+7) for industry insights from Agoda’s leaders.

Join us on 2 February from 18:00 (GMT+7) for industry insights from Agoda’s leaders.

Jet-set into 2024: Agoda shares travel ideas for a year of new discoveries!

Jet-set into 2024: Agoda shares travel ideas for a year of new discoveries!

Jet-set into 2024: Agoda shares travel ideas ...

As the new year begins, Thai travelers may find themselves curating their resolutions list, encompassing a wide range of aspirations from eating healthier and indulging in new experiences to reading more.

As the new year begins, Thai travelers may find themselves curating their resolutions list, encompas ...