Designing a room booking chat expert for Southeast Asia's largest & fastest hotel management platform

Project Overview
With more than 1,800 hotels across 100+ cities, RedDoorz is one of Southeast Asia’s largest and fastest growing technology-driven hotel management and booking platforms. Through the network, the company also helps its hotel partners manage distribution, pricing, marketing, customer experience, and technology tools.
Problem Statement
In summer 2020, RedDoorz made the move to Haptik + Zendesk, implementing Chat, Support, and Talk for its customer and hotel support teams. Crucially, the company was also able to integrate its back-end hotel management system. I was the primary Conversation Designer for the project and actively involved for its design and implementation. The importance of this project lie in its design as the chat application involved Zendesk's frontend and Haptik's backend.
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Proposed Solution
Conversation Designer
The chatbot on the RedDoorz website would work like an API on the Zendesk's UI. All the backend integrations were handled at Haptik's end. Hence, as a Conversation Designer, I have designed the entire user experience journey and workflow for the RedDoorz Zendesk bot. Additionally, the bot is also implemented in 6 different languages. So I had to ensure we train the bot with different user utterances in specific languages and have responses designed for them.

With a newly automated workflow, the RedDoorz team watched its productivity skyrocket 100%, first response time shrink by 86%, and its CSAT score hit well above the industry benchmark. RedDoorz’s agents also gained access to their own performance data through Zendesk, which added a level of transparency the company previously couldn’t provide.
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Check out the bot on this page - RedDoorz Support

Key Metrics Achieved

6
Languages
100%
Productivity
86%
Shrink in first response time
88%
CSAT Score
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