PROtrack — Guest Communication Productivity Tracking

PROtrack is an exclusive functionality that auto-assigns guest support agents to message threads and monitors their productivity in real-time. It comes in handy to STR businesses of any scale — from solo entrepreneurs to enterprise companies. You can start using PROtrack as a paid add-on to any pricing plan.

See how PROtrack has helped our clients to improve their bottom line:

• A 23% increase in occupancy rate 
• A 33% increase in revenue during the first 60 days of the add-on usage
• A 42% increase in more positive reviews

Distribute tickets within your support agents automatically based on their area of expertise or by vacation rental platform. This way, a part of your team might be accountable for pre-booking inquiries, while the other part will handle the post-booking communication.

Alternatively, you can customize the workflow of your agents based on the platform the guest messages are coming from. For example, you can create a dedicated team only responsible for Airbnb (Booking.com, Vrbo, Direct booking website) guest inquiries.

Use case: Let’s say that you have eight agents and want to distribute the workload equally among them. Three of them know the ropes of working with Airbnb, while the rest are more experienced with Vrbo and Booking.com. With this feature, you can adjust the settings, so that your agents could work with the platforms they are most proficient with.

You can appoint one of the agents to handle Airbnb pre-booking inquiries, while the other two can be assigned to Airbnb post-booking messages, allowing the workload to be distributed evenly. In the same way, you can distribute the workload among your Vrbo/Booking.com agents. Thus, you will ensure that all platforms and booking stages are covered and your agents will not get overwhelmed.

Save time by having your support agents assigned to tickets automatically according to your customization rules. You can rest assured that no message will be missed and no issue ignored!

The system organizes tickets into a queue for each team member in real-time allowing for better prioritization and faster issue resolution. iGMS ensures a healthy balance of work for each support agent. For example, if two of your support agents have 20 unanswered tickets in the queue, and the third one has just 5, the new tickets will be assigned to the latter agent.

Your support team gets full access to the iGMS Inbox’s capabilities, including message templates, for streamlined guest communication.

Use case: As a manager, you have to distribute work within your team. Let’s imagine that you have loads of new incoming guest messages and need to have all of them handled by your eight support agents. How long will it take you to assign your agents to tickets while considering their current workload and specific experience? Apparently, it can eat up all of your time. By having tickets assigned to your support agents automatically based on your customization rules, you will be able to dedicate your time to other important things.

Maximize your team’s efficiency by measuring productivity. Analyze each guest support team member’s performance by having the following data at your fingertips:

• The number of incoming, pending, and closed tickets
• Average response time
• Total work time
• The inquiry to booking conversion rate

You, as a manager, will be able to identify dips in productivity and address them promptly so they won’t affect your guest experience.

Use case: Let’s say that you’re struggling to increase your inquiry to booking conversion rate. You’re sure that your property ranks high on the listing platform and receives lots of inquiries but the occupancy rate remains subpar. With this feature, you will be able to make sure that your guest support team works at its full capacity and replies promptly to any inquiries. This will prevent your potential guests from choosing your competitor’s property as all their questions will be answered in time.

Employ our reporting system to stay on top of your agents’ performance. Download reports detailing essential productivity data as a CSV file and adjust your guest communication strategy based on tangible metrics. Get a full overview of:

• Real-time data on every agent’s productivity/performance: the number of tickets processed and the time required.
• Average response time for tickets in pre- and post-booking stages
• The total amount of time agents were in invisible mode (the amount of time they paused new tickets’ flow focusing on earlier-received requests)

Use case: As with any other strategy, you can’t build your guest communication strategy on assumptions. Whether you are an independent host with one outsourced agent or a manager in a big property management company, you need data to analyze the productivity of your staff. Based on the numbers, you may reallocate your resources or, perhaps, arrange additional training for your support agents.