Mark Simpson explains how a digital guidebook cuts host workload by answering the same questions repeatedly. Twenty percent of guest inquiries account for 80% of all questions, so populating an FAQ and local tips lets hosts reply with one link instead of typing individual answers.
About 20% of questions are asked 80% of the time.
Kearney also benefited from a fantastic addition, a digital guidebook using Touchstone. This handy tool allowed guests to access essential information without constantly messaging Kierani. This not only improved the guest experience, but also gave our host more free time. Lots of guests asked the same questions. You can go right now into your inbox, whether it's on Airbnb or in your emails, and you'll be able to find all of the questions that your guests are asking. And I guarantee you there's 20% of questions that are being asked 80% of the time. To help you alleviate more time in your day, you can put the questions and answers to those questions in a digital guidebook. And when you see a guest asking a question, you can reply back saying hey, I will 100% answer this but did you know got a full FAQ on our digital guidebook and send them the link and another benefit of a digital guidebook is that you can put in your recommended places to eat, to visit and to go and check out. The best thing about this is that when your guest is looking to book a stay with you, you're able to create for them their experience, their stay with you, and they'll love you for it even more. And you're giving yourself more reasons to get that five star review.
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