This article explains how the IVR system works, how it benefits your guests, and what that means for your property’s service experience.
At Xplorie, we're always looking for ways to improve the experience your guests have when engaging with our Guest Service Center (GSC). Our updated Interactive Voice Response (IVR) system is a key part of this effort, designed to improve call efficiency, reduce wait times, and provide better insight into why guests are reaching out.
🎯 Why We Updated the IVR System
To better serve you, we’ve made important improvements to our phone system focused on two key goals:
1. Track Guest Call Reasons for Smarter Reporting
By prompting guests to select the reason for their call, we can track the most common inquiries. This data helps us refine our service model, identify trends, and better support both guests and lodging providers like you.
2. Route Calls More Efficiently
Understanding a guest’s intent upfront—whether they’re looking for their booking link, trying to modify a reservation, or having an issue—means we can get them the right help faster. This improves satisfaction and reduces time to resolution.
🧠What the Guest Experience Looks Like
Here’s how your guests will experience the IVR system when they call the Guest Service Center:
Step 1: 🎙️ Greeting
Guests are welcomed with a branded message that highlights available self-service tools through their personal activity booking page.
Listen to the Greeting: Click here
Step 2: 🧍 Caller Type Identification
The IVR asks guests to identify the nature of their call—e.g., booking a stay, booking an activity, or inquiring about becoming a partner. This helps us segment the audience and apply relevant messaging and routing logic.
Step 3: 🎵 On-Hold Music
If a transfer is needed, guests hear a short music track while being routed.
Listen to the Hold Music: Click here
Step 4: 🧾 Main Menu – Guest Selects Reason for Calling
The IVR presents a simple menu so the guest can choose why they’re calling. This helps Xplorie deliver the right solution more efficiently.
Main Menu Audio: Click here
Menu Prompt: Click here
🗂️ IVR Call Menu Options (Guest-Facing)
Option 1: đź”— Find My Booking Link
Guests are directed to:
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Search their inbox for “https://bookactivities.com”
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Or visit: bookactivities.com/mylink
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They may also press 1 to speak with a Destination Guide.
Listen to Option 1: Click here
Option 2: đź“… Book an Activity
Guests are connected directly to a Destination Guide for booking help.
Listen to Option 2: Click here
Option 3: ⚠️ Assistance with Existing Booking
This option routes guests based on the nature of the issue:
3.1 Same Day Reservations
Guests with a reservation for today are prioritized and routed immediately.
Listen: Click here
3.2 Finding Confirmation or Tickets
Guests are directed to search their inbox or email fun@xplorie.com if they need assistance.
Listen: Click here
3.3 Cancel or Change a Booking
Guests can self-manage their booking using the “Manage Your Order” link from their email or choose to speak with an agent.
Listen: Click here
đź“Š What This Means for You
âś” Better Guest Experience
Guests now reach the right person they need—resulting in, clearer communication, and greater satisfaction.
âś” Insights We Can Leverage
We can now report on why guests are calling, helping us understand service patterns and improve our mutual operations over time.
âś” Stronger Brand Messaging
All IVR prompts align with Xplorie’s modern brand tone, helping reinforce a consistent, positive guest journey at every touchpoint.
🖼️ Visual Overview
Below is a diagram of the IVR call flow for visual reference:
đź’¬ Need Help or Have Questions?
If you have questions about how this process works or would like help communicating it to your guests, your Client Success Manager would be happy to assist.