Mark Simpson argues that 65-66% of guests want phone or live chat access during booking to ask questions before paying. The share is likely higher now.
About 65–66% (from a survey "a couple of years ago", per the speaker).
The guest wants to ask questions, they want to ask questions and I'm really looking forward to seeing the next gift survey or the big travel survey that comes out is that they want to ask the questions before they're clicking the book button. But what we're noticing even when somebody is getting to the booking page whether about to type in their credit card details, they still have got a question to ask whether they are cherishing the money to make sure it's going to be spent in the right place or whether they just want to simply ask a couple of questions. There was a survey a couple of years ago some along the lines of 65 or 66% of people of booking a stay said that during the booking process if they had a question to ask they would like a phone number or a live chat box to be able to do so. And you know, I've got a very strong feeling that that number may be increased by now because it's happening more and more.
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