Mark Simpson says 65-66% of people booking a stay want phone or live chat support available. Direct chat on your website captures bookings that OTAs like Airbnb can't, since guests there have no real-time way to ask questions.
About 65–66%.
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. When it comes to direct bookings, when it comes to your website, what advantage can you hold over Airbnb and booking.com because if it gets to the booking section, say somebody is on your Airbnb listing right now and somebody has found your property, they've come to your area, they've they found your property, they like the look of your property, whether it's an apartment or a house or whatever it may be and they're going down to fill in the dates, say they've got a question, there's no live chat, they can't speak to Airbnb customer support. There's no way for them to to ask you without filling in that inquiry message box. So you've actually got an advantage if you make that adjustment to your booking process.
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