The Fritz-Lauterbad is a lifestyle design hotel from the northern Black Forest in Lauterbad near Freudenstadt. Team Lauterbad has been working with Chatbot Fritz since autumn 2022. The collaboration between Fritz Lauterbad and DialogShift is a real success story! But read for yourself.
The 2020 German Design Award winner stands out with its unusual combination of urban modernity and authentic naturalness. The idea: big city flair meets Black Forest cosiness.
"We had this crazy hype at the beginning after the reopening. So many emails. We were a bit overwhelmed. Thank goodness I met Olga at HSMA back then. We talked about the chatbots from DialogShift. I was immediately hooked and thought it was pretty good. I integrated the bot directly into our hotel," says Steffen Schillinger, the hotel director, about the early days of working with Chatbot Fritz.
Chatbots offer many opportunities for the hotel industry. They relieve the burden on employees by answering the majority of enquiries around the clock, in any language. 80 percent of hotel enquiries are recurring. The time that employees save with a digital assistant can then be used for the guest.
"We are also doing really well with this. We've saved a huge amount of time and outsourced many recurring questions. We're pretty happy," summarises the hotel manager in an interview with us after nine months of working together.
Steffen Schillinger is not the only one who thinks that his new recruit is doing a good job. The figures show how diligently Bot Fritz works every day. The chatbot communicates with 1,000 to 1,500 users every month. 40 percent of users start a booking in the chatbot and are forwarded to the booking system.
More than 70 percent of questions in the chat are booking-related or booking-relevant. A good chatbot means that guests quickly get the information they need to make their booking decision. They then book directly from the chatbot. Guests at Fritz Lauterbad encounter the chatbot on the Hotel website, in Google Chat, Facebook and Straiv. So you can't miss Fritz!
There is a link in the Journey emails and in Re:Guest that takes guests to the chatbot if they have any questions. This means that recurring questions are also answered automatically at this point in the Guest Journey.
Chatbot Fritz can also be found on print products via a QR code. According to Steffen Schillinger, the communication traffic has decreased enormously. Fritz Lauterbad has done a lot of things right with its chatbot. The hotel from the Black Forest has noticeably increased accessibility for guests. They can easily contact the hotel at many points on the guest journey. The bot responds automatically and relieves the team. A win-win for everyone!
Fritz Lauterbad has done a lot of things right with its chatbot. It's not for nothing that Fritz is one of our chatbot superstars! The hotel from the Black Forest has noticeably increased accessibility for guests. They can easily contact the hotel at many points on the guest journey. The bot responds automatically and relieves the team. A win-win for everyone!
"Our motto is: employees first. We try to protect, push and encourage our team. At the same time, we want to avoid stressful workloads, which we can do with an automated chatbot and many other digital options that save time," says Steffen Schillinger.
We are overjoyed with the collaboration and look forward to everything that is yet to come!
