How e-concierge services are transforming the personal assistance experience
E-concierge, digital concierge or online concierge... These three words cover the same reality: the shift from a traditional personal assistance and concierge service to a 100% digital model.
The aim of such a transformation is to adapt to the new challenges brought about by digital transformation and by the new demands of consumers, with a view to business development.
But to reap the benefits of an e-concierge service, you need to understand what it's all about.
Let's unravel the issue of digital concierge services. Then let's find out about the different types of tools available to support companies wishing to offer personal assistance services to their customers.
E-conciergerie: definition
From private concierge services...
Initially, a private concierge service is a structure that offers its customers the opportunity to carry out a number of tasks on their behalf, ranging from receiving deliveries to dealing with administrative formalities.
In short, these are personal assistance services with a very broad scope:
- groom service during hotel stays,
- hotel and restaurant reservations
- cleaning services
- removal assistance,
- laundry services,
- gardening activities,
- administrative assistance,
- home surveillance during an absence,
- childcare,
- walking and pet-sitting,
- delivering or receiving parcels,
- planning and organisation,
- private coaching,
- personalised recommendations, etc.
... to online concierge services
Digital concierge services were born out of the digital transformation of society, and all the new consumer habits that result from it:
- increasing use of smartphones
- the quest for immediacy,
- increasing mobility, etc.
To meet these needs, new platforms (often created by concierge start-ups such as Alfred Conciergerie) have been developing for several years. And they all share the same ambition: to give users the opportunity to manage their services with just a few clicks.
☝️ It's worth noting that the customers of online concierge services include both private individuals and professionals, with more and more companies calling on the services of a corporate concierge service.
E-concierge services, digital concierge services and online concierge services: what are the differences?
What are the differences between these terms?
These new concepts all encompass the same mission, i.e. to put new technologies at the service of concierge activities. However, when we look around on the web, we see that :
- the term digital concierge service seems more generic,
- the term e-conciergerie is used more in the tourism and hotel sectors,
- the term online concierge service is more closely related to rental management.
Who uses e-concierge services?
The scope of digital concierge services is very broad. So to get a better grasp of the concept, let's focus on two fast-growing sectors.
Hotel e-concierge services
92% of travellers use their mobile phone during their stay.
Veille Info Tourisme
In order to increase the satisfaction of increasingly connected travellers, hotel and tourism professionals in general are increasingly digitising traditional room service. In doing so, they are :
- facilitate bookings and the overall organisation of the trip (managing check-in and check-out, for example) ;
- easily set up a loyalty programme
- distribute information about their hotel or accommodation;
- offer additional services such as geolocated tourist recommendations.
💡 Indeed, tourists now want to take advantage of the expertise of professionals to access "good deals". The role of hoteliers is therefore set to evolve beyond simply providing accommodation, in order to offer guests an unforgettable stay.
In other words, the aim is to improve customer relations, with a view to building customer loyalty, in particular through better-targeted communications.
Online corporate concierge services
Corporate concierge services have been around for a long time, but over the last few years the market has adapted to the new needs of professionals by digitalising the profession.
There are now platforms that can adapt to the size of each company, and not just to large structures, since the presence of a physical person on site is no longer necessary.
Example of a corporate e-concierge service:
Advantages of digital concierge services
For companies subscribing to an e-concierge service
- Increased employee productivity, thanks to a better work-life balance. Employees save time on a daily basis, as they have access to a wide range of services 24/7, from anywhere;
- Talent retention: digital corporate concierge services contribute to their well-being at work;
- Easier recruitment: this type of service can make the difference between you and other recruiters, and enhances your employer brand.
For professionals offering online concierge services
- Save time and increase productivity when managing services: all information is centralised in a single tool. What's more, e-concierge platforms also support administrative management, schedules, contracts, etc. ;
- Increased customer satisfaction and loyalty, thanks to an enhanced and differentiated concierge experience. In addition, thanks to data collection optimised by digital tools, it becomes easier to provide consumers with personalised recommendations;
- An increase in the average shopping basket, due in particular to the easier sale of additional services (cross-selling).
Which concierge application should I choose?
There are many online concierge applications, some of which specialise in different sectors.
Whether you are a hotel or a business looking to develop your own online concierge service, here are a few examples of solutions. They will serve to illustrate the range of possibilities offered by online personal assistance.
🛠️ Miri e-conciergerie, a customisable platform, is more geared towards digital hotel concierge services. It supports professionals in the sector who want to :
- sell and offer additional services (breakfasts, activities, etc.) ;
- while easily managing their various partners.
🛠️ Ogustine Conciergerie is software that makes it easy to create and manage your concierge services, whether B2B or B2C.
The platform lets you :
- book services (even by videoconference) 24/7 and pay online ;
- facilitate your day-to-day management (contracts, service areas, etc.) via a back-office section.
🛠️ Wiidii is a universal personal assistant. It uses artificial intelligence technologies (in particular machine learning) to offer personalised concierge services based on customer preferences.
Companies, particularly large groups, can therefore call on Wiidii's technology to develop a white-label solution for them.
Are you ready to offer your concierge services online? If so, which solution do you plan to use?
Article translated from French